Description

About the Role: The Office Infrastructure Management (OIM) team within Amazon IT Services is looking for a Network Development Engineer to join our newly established Office Network Reliability Engineering (ONRE) team. As an NDE on the ONRE team, you will be responsible for ensuring 540K Amazonians across 400+ corporate offices experience highly available, reliable, and performant networks. You will operate at the intersection of expert incident resolution, systematic capability building, and proactive reliability engineering — ensuring that the office network infrastructure that underpins Amazonian productivity just works, every time.

This is not a traditional network operations role. You are a builder. You will design and develop automation systems, self-service tooling, and operational processes that scale Amazon's ability to detect, respond to, and prevent network incidents. You will serve as the Tier 3 escalation point for the Operations Management Center (OMC) who are 24/7, resolving complex incidents that require deep technical expertise while simultaneously building the OMC's capability to handle those incidents independently in the future. Your success is measured not only by your ability to resolve escalations, but by your ability to systematically reduce escalations.

The ONRE team operates on a 24/7/365 follow-the-sun model across three regional hubs: EMEA, APAC, and AMER. You will participate in a rotating on-call schedule for high severity escalations and partner closely with the OMC, Office Infrastructure Excellence (OIE), AWS Enterprise Networking, and onsite IT support teams.


Key job responsibilities
Tier 3 Expert Escalation Support (approximately 40% of time)
Serve as primary on-call for your regional hub on a rotating schedule, providing 24/7 Tier 3 escalation support to the Operations Management Center for complex office network incidents

Diagnose and resolve advanced failure scenarios including multi-site network outages, routing protocol failures, wireless infrastructure degradation affecting multiple access points, circuit performance problems requiring carrier coordination, and configuration drift causing intermittent customer-visible failures

Troubleshoot across all layers of the office network stack including wireless (LAN, WAN, 802.11), routing and switching (BGP, OSPF, VLANs, STP), network authentication (802.1X, RADIUS, ISE), and circuit infrastructure

Take end-to-end ownership of escalations, maintaining clear communication with the OMC throughout resolution to ensure uninterrupted visibility into customer-impacting issues and act as the SME between AWS Networking and the OMC

Create and maintain runbooks, diagnostic guides, and tribal knowledge documentation for complex failure scenarios, ensuring institutional knowledge is accessible and actionable

OMC Capability Building and Knowledge Transfer (approximately 30% of time)
Conduct structured learned sessions after every high severity (Sev 1/2) incident to systematically identify what prevented the OMC from resolving the incident independently, whether training gaps, permission limitations, technical barriers, or tooling deficiencies

Develop automation, self-service tools, and decision-tree troubleshooting guides that enable OMC engineers to independently handle incidents that previously required Tier 3 escalation

Deliver monthly knowledge transfer training sessions to OMC Tier 1 and Tier 2 engineers covering complex failure patterns, diagnostic techniques, and resolution approaches based on real escalation data

Track escalation patterns week-over-week through OMC operational reviews, using data to identify systemic issues and prioritize capability building investments

Build strong working partnerships with OMC engineers across all three regional hubs, earning trust through responsiveness, transparency, and consistent delivery

Proactive Reliability Engineering (approximately 30% of time)
Execute Network Availability Risk (NAR) assessments to proactively identify and remediate technical debt, known software bugs, security vulnerabilities, and architectural risks before they cause customer-impacting incidents

Drive Operating System (OS) Compliance programs to maintain 95% of the office network fleet on production-certified operating system versions within 21 days of release, partnering with AWS Enterprise Networking on validation and rollout strategies

Implement Configuration Compliance programs to identify and eliminate configuration drift across the office network fleet, deploying optimized and consistent configurations that reduce failure rates

Participate in Network Infrastructure Validation (NIV) and Network OS Validation(NOV) reviews as a gatekeeper for new network designs, ensuring operability, monitoring readiness, runbook availability, and architectural soundness before production deployment

Contribute to 2026 engineering priorities including automation platform development, monitoring improvements (visibility and alarming), and, iVPN and certificate lifecycle automation

Develop and integrate Alarming(CI/CDK) into the Amazon eco-system (pipeline) for newer platforms or existing platforms to improve observability in the office space.

A day in the life
ONRE engineers operate at the leading edge of where operational discipline meets engineering innovation. On a given day, you might begin your shift by reviewing overnight escalations from the team during handoff, identifying a pattern in wireless controller failures that points to a configuration gap rather than a hardware issue. You open a ticket, document the root cause, and begin drafting an automated remediation script that will allow OMC engineers to self-heal this failure type going forward as the human in the loop.
Later in the day, you receive an escalation from the OMC Tier 2 team: a multi-site WAN issue affecting three offices in your region with Amazonians unable to access internal systems. You take the escalation, engage the carrier, isolate the fault to a circuit configuration issue introduced during a recent change, and restore service within 40 minutes. You document the resolution and schedule a lessons learned session for tomorrow to identify why the OMC did not have the tooling or permissions to address this independently.
In the afternoon, you join a Network Infrastructure Validation review for a new campus design, make recommendations on the alerting coverage plan and pre-built runbooks before the design moves to production. You close your shift by updating the team wiki with your findings, handing off to the EMEA team, and reviewing your open action items from recent lessons learned sessions.
No two days are the same. You will work in an environment where Amazon's scale means there is no blueprint for every problem, and where your ability to develop durable, scalable solutions has a direct and visible impact on the productivity of hundreds of thousands of Amazonians.

About the team
What We Offer
Joining the NRE team means joining a team of builders who operate at Amazon's scale with a clear and measurable mission: make the office network invisible to the 540K Amazonians who depend on it every day. You will:
Build at scale: Develop automation, tooling, and processes that impact 76K network devices across 400+ offices globally

Own outcomes: Operate with the mindset that the buck stops here — no escalation path beyond your team for office network reliability

Grow as a builder: Apply your network expertise to develop innovative solutions that go beyond standard industry patterns

Drive measurable impact: Your capability building work directly reduces escalation rates, improves OMC self-sufficiency, and delivers visible improvements to the Amazonian experience

Work in a high-trust team: Operate with significant autonomy as part of a globally distributed team of experienced NDEs who value engineering excellence, intellectual curiosity, and partnership