Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organization within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.
Key job responsibilities
• Lead and develop a high-performing team of Incident Management Engineers across global regions
• Drive operational excellence and customer experience improvements through data-driven decision making
• Design and implement scalable processes and mechanisms for incident management
• Collaborate with senior stakeholders to enhance service delivery and customer outcomes
• Partner with AWS service teams to represent the voice of the customer and drive improvements
• Manage critical incidents and escalations for enterprise customers
• Own recruitment, development, and retention strategies for the team
About the team
We are seeking an experienced Operations Manager to join our global Incident Management team within AWS Enterprise Support. This role offers an opportunity to lead and develop world-class Incident Management Engineers while driving operational excellence in a 24x7x365 mission-critical environment.
The Ideal Candidate Will:
Be a passionate people leader who builds inclusive, high-performing teams. You remain calm and decisive during high-pressure situations, with a proven track record of driving results across organizational boundaries. Your commitment to customer satisfaction and operational excellence is unwavering, backed by experience in scaling operations while maintaining quality. Most importantly, you embrace change and adapt quickly in our dynamic environment.
Diverse Experiences
AWS 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.
Why AWS?
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.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
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.
Work/Life Balance
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.
