We are seeking a Technical Program Manager to serve as the central coordinator and driver for complex issues requiring cross-functional resolution across our data center operations and engineering organizations. This role will establish and maintain robust issue management processes, coordinate with subject matter experts (SMEs) and functional teams, and ensure timely resolution of critical issues while maintaining clear documentation and reporting standards.
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.
You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Key job responsibilities
Issue Management Framework:
* Develop and maintain a comprehensive system for tracking and managing issues across multiple functional areas
* Create standardized processes for issue prioritization, escalation, and resolution
* Establish clear ownership matrices and handoff protocols between different functional teams
Cross-functional Coordination:
* Partner with SMEs and functional teams (Engineering, Operations, Security, Legal, etc.) to drive issue resolution
* Facilitate collaboration between teams to address complex, multi-faceted issues
* Identify and remove barriers to resolution across organizational boundaries
Program Management:
* Drive end-to-end resolution of issues, ensuring accountability across all involved teams
* Coordinate resource allocation and timeline management across multiple work streams
* Maintain clear documentation of decisions, actions, and outcomes
Progress Tracking & Reporting:
* Develop and maintain comprehensive tracking mechanisms for all active issues
* Create regular status reports and dashboards for leadership visibility
* Identify and report on trends, systemic issues, and improvement opportunities
Process Improvement:
* Analyze issue patterns to identify opportunities for systematic improvements
* Lead post-resolution reviews to capture lessons learned
* Implement standardized templates and best practices for issue management
About the team
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
