Incident Manager Job in Amazon

DESCRIPTION

The ITS Engineering team is looking for an experienced Incident Manager in India to join our 24x7x365 global support team responsible for coordinating timely restoration of business critical services and drive defect elimination across the environment. ITS Engineering Incident Management Team acts as an escalation point for high severity outages to coordinate technical resolvers, provide timely status updates to leadership and customers, perform hierarchical escalations, and partner with service owners on post-mortem analysis.

The ideal candidate will possess strong written and verbal communication skills, the ability to interact with leaders and customers at all levels of the organization, broad working knowledge of IT infrastructure, and the ability to manage competing priorities while operating under pressure.

Responsibilities include:

Provide escalation support for high severity incidents globally by coordinating technical service owners, providing status updates to leadership and customers, and performing hierarchical escalations as needed
Provide change management support
Engage with customers for incident and impact clarification
Participate in oncall escalation support in a follow the sun model
Partner with service owners to ensure effective post incident review analysis, participate in identifying business solutions, and track identified defects to resolution
Audit and improve upon high severity incident management and problem management processes.

BASIC QUALIFICATIONS

- 5+ years of IT Support experience triaging large-scale enterprise environment
- 3-5 years experience with Change Management
- Manage multiple enterprise system issues, including corporate sites with significant impact
- Intermediate skills with BI tools and data analysis
- Serve as leader and point of contact for escalated contact resolution of a business impacting or sensitive nature
- Independently identifies and implements process improvements geared toward improving the user experience or organizational efficiencies
- Experience in systems and network administration
Broad understanding of Incident and Problem Management
- Strong written and verbal communication skills
- Strong interpersonal and customer service skills
- Broad working knowledge of IT infrastructure
- Strong analytical and project management skills
- Ability to manage competing priorities and operate under pressure
- Ability to adjust schedule based on business need
- Ability to travel up to 10%

PREFERRED QUALIFICATIONS

Bachelors degree in Computer Science or equivalent work experience
ITIL v3 Foundations Certification
Experience in systems and network administration
Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint
Intermediate to advanced skills working with trouble ticketing or escalation tools (Remedy, ServiceNow, etc)
Advanced skills with BI tools and data analysis
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.