Escalations and Incidents Operations Manager, LEO Enterprise Customer Support

Amazon.com, Inc.•Bellevue, WA

55d

About The Position

Amazon LEO is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity. We are seeking an experienced Support Engineering Manager to lead escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction. As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements. This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints. Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.

Requirements

5+ years of managing with a track record of success experience
7+ years of engineering team management in a fast-paced operations environment experience
Experience as a manager with a track record of success
Experience in engineering teams management in a fast-paced operations environment
Experience managing IT environments on behalf of customers
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Nice To Haves

Bachelor's degree in Engineering, Computer Science, or a related technical field
Master of Business Administration
Experience driving projects to improve operations and support-related processes
Experience handling large enterprise technical customer escalations
Experience in AWS services
Experience in project and program management and delivering key business outcomes

Responsibilities

Lead and develop a team handling high-severity technical escalations and major incidents
Establish and maintain escalation matrices, incident response protocols, and resolution SLAs
Drive root cause analysis for critical incidents and implement preventive measures
Oversee incident communication processes and stakeholder management
Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
Manage incident response team capacity and skill development
Ensure timely resolution of escalated issues and high customer satisfaction
Develop and maintain incident management playbooks and procedures
Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
Must coordinate coverage across multiple time zones and be available for major incident management during off-hours, ensuring continuous support and balanced workload distribution across all shifts

Benefits

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $222,200/year in our highest geographic market.
Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.
This position will remain posted until filled. Applicants should apply via our internal or external career site.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume