Major Incident Manager
Amazon, United States
Job Description
About the role:
Amazon Selling Partner Support’s Command Center is Amazon’s central defense against large-scale, Selling Partner-impacting incidents as well as driving operational excellence across the Selling Partner Operations organization.
• Reduce mean time to resolution for all incident types
• Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
•Must be willing to work a flexible schedule that includes nights, weekends and holidays.
• Respond to and complete customer requests within SLA via a trouble ticketing system
• Mentor peers in your areas of technical and operational strength
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age
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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Job Specification
BASIC QUALIFICATIONS
· A Bachelor’s degree or higher
· 2+ years experience in program or project management
· Good English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
· Effective organizational skills to maintain a consistently high standard of operations in a busy environment
· Confidence to drive and manage large conference calls potentially including Director and higher-leveled participants
· Strong interpersonal and communication skills with the ability to communicate effectively and professionally to a wide range of constituencies in a diverse environment.
· Demonstrates excellent prioritization, time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Excellent troubleshooting skills and a commitment to document findings.
· Demonstrates ability to analyze and utilize data to drive decision making.
· Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
PREFERRED QUALIFICATIONS
· Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem, and change management
· Ability to work independently and demonstrate sound judgment in ambiguous situations
· Experience working with multiple stakeholders.
· Experience with commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained