Major Incident Response Mgr, SP-Support Command Center

Description

About the team:
We strive to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. SP-Support focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business. We invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate clerical steps and provide consistent, efficient, quality resolution. Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 56 global locations, and handling over 50M contacts a year.

About the role:

The Command Center is responsible for managing support teams focused on incident management and internal customer support, aligning business practices with global peers to benefit local and global customers. Come join us in taking the innovation in our Command Center to the next level. We are looking for a PM for our mission to further empower Proactive Incident Management.

In this role you will be working closely with the software development and product teams to deliver high quality, scalable solutions deployed around the world. You will collaborate with the Command Center Incident Management specialists and leadership to deliver the best product with most efficient use of resources and technologies. Successful candidates will have an Incident/Problem Management background, be detail driven and have excellent problem solving abilities. You should be open to new challenges, extremely good at multi-tasking, innovative, creative, self-directed and a great team player. Candidates should collaborate effectively with cross-functional business and software development teams to solve problems and implement new solutions.

Proactive Incident Managers are responsible for the following:
- Managing the lifecycle of all problem types.
- Preventing incidents from happening.
- Minimizing the impact of unavoidable incidents.
- Making temporary solutions (workarounds) available to incident management.
- Developing final solutions for known errors.
- Performing trend analysis of important services or historical incidents.
- Activities of the Proactive Incident Manager include:
- Problem identification and recording.
- Problem investigation and diagnosis.
- Identifying underlying causes of incidents and preventing recurrences.
- Developing workarounds or other solutions to incidents.
- Submitting change requests to change management as required to eliminate known problems.
- Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management and incident management.
- Creating tasks to work on the problem resolution.
- Problem resolution and closure.
- Analyzing historical data to identify and eliminate potential incidents before they occur.
- Identifying users to actively monitor and oversee the problem resolution process.

You must be able to:
- Interact with Project Sponsors, Incident Managers and multiple Development Teams to define and deliver complex features.
- Effectively manage customer expectations and resolve conflicts that balance selling partner and service team needs.
- Identify, assess, track and mitigate issues and risks at multiple levels.
- Create, maintain and disseminate project information to stakeholders.
- Clarify and drive project commitments as well as establish and maintain clear chains of accountability.
- Able to credibly coordinate between technical teams and operations stakeholders.

Basic Qualifications

- 2+ years of program or project management experience
- Speak, write, and read fluently in English
- 3+ years of incident management, major incident response, or technical operations center experience
- 2+ years of experience coordinating cross-functional teams during high-severity service-impacting events (incident bridges, escalation management, executive communications)
- Ability to work a flexible schedule/shift, including weekends, nights, and/or holidays as part of a 24/7 on-call rotation
- Bachelor's degree or equivalent professional experience

Preferred Qualifications

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience using Microsoft Projects software
- Experience with material handling systems (MHS) installation, operation and maintenance
- Experience working in an analytical environment with cross-functional teams

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.