Major Incident Manager

We are looking for a passionate,hard-working, and talented Call Leader who wants to remove risk to thecustomer, resolve globally impacting barriers, and drive innovation within theteam. You will be part of a world-class team in a fast-paced environment thathas the entrepreneurial feel of a start-up. This is an opportunity tocontribute and build a support and process model that will impact Amazon at aglobal level. You'll be surrounded by people who are wickedly smart and believethat world-class service is critical to customer happiness.

Requirements

On a typical day, the employee will leadhigh-severity response calls, ensure fast and accurate triage for a globalremote support organization, direct engineers for resolution, lead root causeinvestigations, and implement changes to avert future risk and drive processimprovements for Global Operations teams. Candidate must be forward-thinkingwith a high degree of customer service focus and excellent communicationskills. The Incident IT Call Leader serves as the liaison and escalation pointto Field Operations and Field IT.

Your peers will be system and softwaresupport engineers working to ensure Fulfillment Center systems are healthy andavailable to meet customer demands. In this role, you will have the opportunityto participate in solutions to business problems that are truly unique toAmazon. This team is a global team, so strong communication skills are a must.

We value attention to detail, customerobsession, and the desire to always find and remove customers.

Basic qualifications

• 2+ years in Global IncidentManagement
  
• 2+ years of Problem Managementexperience
  
• 3+ years’ experience in anetwork-focused, hands-on technical role working with IP routingprotocols/technologies and platforms in large-scale data center and/or WANnetwork environments.
  
• Experience supporting Field ITand Operation Partners in resolving and communicating high-severity problemimpacts, defining root cause, and driving tasks to remove future risk.
  
• Experience communicatingcross-functionally and across all management levels.
  
• Experience with projectmanagement
  
• Good Exposure towards ticketingtools and integration
  
• Technical experience in one ormore IT-related fields, including networking, Linux administration, Microsoftadministration, and/or Cisco network configuration and management
  
•  Detail-oriented, excellentanalytical skills, and a strong team player who works well with an immediateand extended team and consistently puts the team above oneself.
  
• Ability to work in and keep upwith a fast-moving environment via effective prioritization and timemanagement. Experience working in virtualized enterprise networkingenvironments
  

• 5+ years in Global Incident Management
  
• 5+ years of Problem Management experience
  
• 5+ years’ experience in a network-focused,hands-on technical role working with IP routing protocols/technologies andplatforms in large-    scale data center and/or WAN networkenvironments. 
  
• High Degree of ownership in all matters withinIT infrastructure and root cause analysis
  
• Experience in high-severity triage, escalations,and issue management
  
• Experience in Ticketing tools and theirfunctions
  
• Thorough understanding of TCP/IP networking, IProuting, Server Load Balancing,
  
• Network Security architecture, and coretechnologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server LoadBalancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.      
  
• Experience with one or more of the following:router, server load balancer, and firewall vendor platforms: Cisco or Juniper.
  
• Experience in one or more of the following:Working in a Linux/Unix environment.
  
• Possess Scripting skills or have a desire tolearn them; specifically, Python, Perl, or Shell.
  
• Demonstrated problem-solving ability
  
• Superior technical aptitude
  
• Proven ability to manage complex tasks
  
• Strong analytical skills
  
  

Benefits

• Health insurance coverage for self, spouse, and kids
  
• Long-term benefit savings plan with employer matching contributions.
  
• Opportunities for professional development and advancement within the organization.