Senior Manager, Leo Network Operations Center, Amazon Leo Customer Terminal
About The Position
Amazon Leo is establishing a 24/7 Network Operations Center (NOC) to provide proactive monitoring and rapid incident response for Leo's satellite network service. This role seeks an experienced Senior Manager, Network Development to lead the creation, day-to-day operation, and scaling of this critical function supporting the Leo product. The position involves leading a geographically distributed team of approximately 20 professionals across the United States and United Kingdom, responsible for developing, deploying, and operating systems that maintain the health and performance of the Leo network service through continuous monitoring and expert-driven incident resolution. The Senior Manager will regularly participate in business reviews at network, regional, and sub-regional levels, identifying themes and tackling key problem statements. They will coalesce the larger vision for network operations while leading teams to develop and scale robust and cost-effective network monitoring and incident response solutions. This includes proactively identifying system gaps and opportunities, making strategic decisions about resource allocation and technical direction, and balancing strategic planning with hands-on operational support. The role requires travel between Redmond and London sites for mentorship and driving key initiatives, handling critical escalations, building succession plans, and creating leadership opportunities for others. The Senior Manager will work closely with subject matter experts on complex incidents while building the processes, systems, and automation necessary for the NOC to scale efficiently and deliver exceptional customer experience.
Requirements
- Experience handling large enterprise technical customer escalations
- Experience managing technical/engineering teams in an operations environment
- Experience leading multiple technical support or operational teams larger than 20 people
- Experience establishing credibility quickly with senior level executives across organizations
- Experience managing competing priorities across a wide range of stakeholders
- Bachelor's degree in Computer Science, Electrical Engineering, Network Engineering, or equivalent relevant experience
- 10+ years of engineering or technical operations experience developing, deploying, and operating networks
- 7+ years of network management experience in large-scale, mission-critical environments
- 5+ years of engineering team management experience, including managing managers
- Demonstrated ability to lead independently in ambiguous environments where product opportunities are not yet defined
- Experience proactively identifying system gaps, network outcome improvements, and opportunities
- Proven track record building and scaling 24/7 operations teams
- Experience with network troubleshooting tools and protocols (TCP/IP, DNS, DHCP, routing protocols)
Nice To Haves
- Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity
- Experience in aerospace, satellite systems, or mission-critical infrastructure operations
- Experience managing geographically distributed teams across multiple time zones
- Deep understanding of network operations center best practices and ITIL frameworks
- Experience with observability platforms (Grafana, Prometheus, or similar)
- Knowledge of incident management, on-call rotations, and escalation procedures
- Strong background in performance metrics, SLA management, and operational excellence
- Experience with automation and DevOps practices in operations environments
- Understanding of satellite communication protocols and space-based networking
Responsibilities
- Coalesce larger vision for the Leo Network Operations Center, leading the team to evolve and create network monitoring and incident response products that are exemplary in terms of robustness, stability, scalability, and cost-effectiveness
- Define and execute the business strategy for the NOC from inception through General Availability, managing product opportunities that are not yet fully defined
- Proactively identify network outcome improvements, system gaps, and opportunities for operational excellence
- Make strategic trade-offs balancing business opportunity, resources, and sustainability
- Develop, deploy, and operate industry-changing network monitoring and incident response systems that support Leo's satellite network service
- Design and implement scalable architectures for network health monitoring at spot level (groups of customer terminals) and regional aggregations
- Drive automation opportunities and runbook development in collaboration with engineering teams
- Oversee continuous monitoring of network health at spot level (groups of customer terminals) and regional aggregations
- Ensure rapid triage, documentation, and escalation of network-level outages and performance degradation
- Coordinate with subject matter experts for complex incident resolution
- Establish communication protocols and stakeholder notification procedures during active incidents
- Implement automated alarm systems for real-time spot-level outage detection
- Drive automation opportunities and runbook development in collaboration with engineering teams
- Partner closely with Mission Operations, Customer Service Agents (CSAs), and Business Customer Experience (BCX) teams
- Establish feedback loops for identifying automation opportunities and engineering improvements
- Represent NOC operations in executive decision-making and business reviews
- Define and track key performance indicators including time-to-detection and time-to-resolution
- Conduct post-incident reviews to capture lessons learned and prevent recurrence
Benefits
- sign-on payments
- restricted stock units (RSUs)
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
