Mgr III, Support Engineer-Ext - AMZ9776112

Amazon • Seattle, WA

9d • $144,311 - $193,200 • Onsite

About The Position

This role involves overseeing and managing the incident and problem management lifecycle for critical customer-impacting service events. The primary focus is on leading a high-performance team of incident response specialists, ensuring the smooth operation of critical services, and driving continuous improvement in incident management processes. The position requires a strong understanding of service reliability and mission-critical operations, as well as excellent people management and technical leadership skills.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field and one year of experience in the job offered or a related occupation.
• Five years of experience in the job offered or a related occupation as equivalent to the Bachelor’s degree and one year of experience.
• One year of experience in managing engineers or managers on technical teams.
• One year of experience in managing teams in service reliability or mission critical operations.
• One year of experience in managing technical projects or programs from design to release.

Responsibilities

• Overseeing and managing the incident and problem management lifecycle for critical customer-impacting service events.
• Developing and leading a high-performance team of incident response specialists.
• Conducting performance evaluations, managing team development, and implementing talent growth strategies.
• Tracking and managing service event escalations.
• Conducting detailed post-incident reviews and implementing preventative measures.
• Workforce planning, recruitment of technical talent, designing team training programs, managing performance metrics, and creating a collaborative team culture.
• Real-time monitoring of service performance.
• Managing incident severity classifications.
• Ensuring timely communication with stakeholders.
• Representing the team's operational capabilities to senior leadership.
• Strategic workforce development, mentoring team members, and creating career progression pathways for technical professionals.

Benefits

• equity
• sign-on payments
• other forms of compensation
• medical benefits
• financial benefits
• other benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager