Sr. Technical Program Manager, Incident Detection and Response (IDR)
Amazon
DESCRIPTION
Are you passionate about driving change? AWS Enhanced Support Services (ES2) team is hiring a passionate, results-oriented Technical Program Manager (TPM) who will own programs to improve our critical incident management processes and technology which support the AWS Incident Detection and Response service.
As a TPM in ES2, you will lead various programs, partner with Engineers, product managers, and business leaders to define, manage, and eliminate operational inefficiencies and risks within our service. These items can manifest as process defects, tooling/product opportunities, blind spots, system bottlenecks, or capacity constraints.
The TPM will review operational outputs to prioritize actions which improve incident management capabilities and customer experience. This is accomplished by partnering with product, operations engineers/managers, and development teams to improve existing mechanisms or build new ones. You will develop and drive high-level strategic initiatives but will also be willing to roll up your sleeves, dive in, and get the job done.
Key job responsibilities
The right candidate is passionate about driving mission-critical programs with an ability to take large, complex problems/projects and break them down into manageable components. The ability to navigate ambiguity, operate with high judgement and analyze ever-changing customer trends will be required. TPMs influence without authority and will be key to your success.
Everyday brings new and exciting challenges which include:
- Own and define the delivery and direction of various Incident Management and Customer Enablement programs.
- Work closely with internal stakeholders to insure that inefficiencies are well defined and measured.
- Identify trends within our operational processes and technology which may change our product’s roadmap.
- Advocate for internal stakeholders and customers by representing their voice.
- Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence.
- Assist in the design and build of solutions that use automation, self-repair, and Generative AI rather than relying on human intervention.
- Other duties as required by the organization, including occasional out of hours support
A day in the life
A successful candidate will be highly analytical, resourceful, customer-focused, team oriented, and will have an ability to work independently under time constraints to meet deadlines. The TPM will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. The leader may have formal training and/or background in Kepner Tregoe, 5 Why’s, Six Sigma, ITIL, Agile SCRUM.
About the team
AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.
The Enhanced Support Services (ES2) team is part of the broader AWS Support organization and is dedicated to managing customer impacting incidents, and critical escalations.
In this role, you will be immersed within ES2, E2M, AWS Support Leadership and our stakeholders in AWS Service Teams. You'll find coworkers who are eager to team up, collaborate, and solve problems together. You will also work directly with senior leadership within AWS acting as the “voice of the customer” helping teams better balance and understand the needs of our customers.
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
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.
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.