Sr. Tech Program Manager, Central Technical Operations Services

Amazon • Seattle, WA

6d • Onsite

About The Position

Amazon Central Technical Operations Services (C-TOS) is the first line of defense for maintaining high availability in the Amazon Retail Website. We make customer impacting events shorter, less frequent, and less severe, by providing large scale event and incident management. The Amazon Retail Website has hundreds of millions of customers globally who can be impacted by these types of incidents; the work we do to mitigate them helps real people at a tremendous scale. Our automated tooling quickly identifies the cause of an issue and helps mitigate the impact, and much of our engineers’ time is spent on projects to improve the tooling, automation, and processes to avoid future occurrences. We help direct the resolution of an issue to the relevant service teams, and dive deep into those events retrospectively to drive improvements to our process. It's an exciting time to join our team as we are rapidly growing and expanding our offerings globally.

The Senior TPM role requires experienced leadership skills, the ability to partner effectively across global teams and time zones both within the team and across Amazon. It requires strong technical expertise, the ability to manage projects with cross-org dependencies to find solutions to unanticipated obstacles. As a member of the team, you’ll need to understand the fundamentals of Software Development Lifecycle, Incident Management, required tools, processes, and what it takes to manage dependent services and features that involve multiple internal teams. You will use data and insights learned from incidents to influence and drive change into our processes and tooling. You will help evolve our incident management approach which includes direct customer engagements and brings with it a greater accountability for issue resolution. You will also continuously engage business, product, and technology leaders and be a strong advocate for our customers. This position will be part of a globally distributed team of 20+ engineers across Austin, Dublin, and Sydney to allow for 24x7 coverage. We're a high energy, growing business excited to have the opportunity to shape how Incident Management is done at Amazon. If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join.

C-TOS serves as the Incident Management team responsible for customer-impacting incidents across Amazon's global Retail Website and internal tools affecting employees at corporate and customer service locations worldwide. Leveraging automated incident response tools, we rapidly respond to, manage, and mitigate incidents to minimize both impact duration and scope. Our team of 35 SysDEs and TechOpsEngs operates across Austin, Dublin, and Sydney, delivering seamless 24x7 global support.

Requirements

• 7+ years of working directly with engineering teams experience
• 5+ years of technical product or program management experience
• 5+ years of technical program management working directly with software engineering teams experience
• 3+ years of software development experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Nice To Haves

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Responsibilities

• Manage programs across cross functional teams, building processes and coordinating release schedules
• Use data and insights learned from incidents to influence and drive change into our processes and tooling
• Help evolve our incident management approach which includes direct customer engagements and brings with it a greater accountability for issue resolution
• Continuously engage business, product, and technology leaders and be a strong advocate for our customers
• Manage projects with cross-org dependencies to find solutions to unanticipated obstacles
• Understand the fundamentals of Software Development Lifecycle, Incident Management, required tools, processes, and what it takes to manage dependent services and features that involve multiple internal teams

Benefits

• 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
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed