Manager, Incident Management

  • Lieu de travail : Sydney, Nouvelle-Galles du Sud, Australie
  • Salaire : Competitive
  • Type de contrat : Plein-temps

Manager, Incident Management

Amazon Web Services (AWS) is seeking a highly motivated manager who is passionate about people, operations and technology. Someone who wants work with and learn one of the fastest growing Cloud platforms in the world and deliver extraordinary customer experience.
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.
As Regional Operations Manager you will be responsible for the day to day management, development, coaching and engagement of highly skilled Escalation Engineers and Incident Managers who are focused on delivering an extraordinary customer experience in every interaction. You will be part of a global Event and Escalation management team and based in Sydney, this role has global responsibility and is focused on driving resolution to AWS Service Impacting Events as well as Escalations related to Support. This role has direct interaction at the Director, General Manager and Vice President layers of the organisation.
Every day will bring new and exciting challenges whilst you:
• Drive customer experience and operational excellence improvements across the Event and Escalation Management team globally.
• Hire, Develop and Inspire a team of Escalation Engineers, Customer Event Managers and Incident Managers.
• Work closely with peers to drive initiatives and outcomes at the regional and global level.
• Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.
The ideal candidate will look like this….

Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.

Have a strong understanding of Mission Critical and Incident Management practices. The ideal candidate will have past experience working and managing mission critical events and have a strong knowledge of incident and problem management methodologies. You will also need and architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.

Have strong project & product management experience. The successful candidate will feel comfortable defining the priorities for a infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project.

Know how to run a tight, lean, efficient operation. The right candidate will want to measure everything and be very data driven. He/she will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.

Be great fun to work with. Our company credo is "We Pioneer". The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun.



Basic Qualifications
Basic Qualifications
• Bachelor's degree in Computer Science, Engineering, Mathematics or a related field
• 5+ years of experience managing teams in relevant service reliability or mission critical operations
• Strong verbal and written communication skills and demonstrated technical leadership.


Preferred Qualifications
Preferred Qualifications
• The right person will be highly technical, analytical and will have strong focus on operational excellence.
• Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
• Experience managing IT environments on behalf of customers.
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
• Flexible work schedules (weekends and/or evenings when required).

we pioneer

We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.