Tech Operations & Escalation Manager, Prime Video Insights

TN United Kingdom; London; On-site; GBP 55,000 - 85,000; Full time

Job summary

A leading company in the entertainment sector seeks a Tech Operations & Escalation Manager for Prime Video Insights in London. The role involves leading incident management efforts, improving operational procedures, and collaborating with engineering teams to ensure service reliability. Ideal candidates will have a strong background in incident management and a degree in Computer Science.

Qualifications

• Experience in incident management call leader capacity.
• Proven analytical skills in identifying customer-impacting issues.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead calls on customer-impacting, high-severity outages.
• Monitor and manage communications during high-severity events.
• Drive critical customer escalations in collaboration with Engineering Teams.

Skills

Analytical skills

Problem management

Operational excellence

Communication skills

Education

Bachelor degree in Computer Science or related field

Tools

Scripting programming languages

Job description

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Tech Operations & Escalation Manager, Prime Video Insights, London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

e72a81130fe4

Job Views:

2

Posted:

21.05.2025

Expiry Date:

05.07.2025

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Job Description:

Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at any time and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.

Are you interested in ensuring customers can always watch their favourite movies or shows? If so, you might be the right person for the Incident Manager role in the READI team, which drives availability for Prime Video.

Key job responsibilities

1. Lead calls on customer-impacting, high-severity outages that drive towards resolution by coordinating efforts across multiple engineering and operational teams, including for ambiguous problems we might not have seen before.
2. Deconstruct complex incidents into workstreams that can be managed by multiple incident responders in parallel.
3. Monitor and manage communications during high-severity events via relevant channels, including being the single point of contact for executive leaders.
4. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
5. Own improving the effectiveness of incident response by driving continuous improvement of standard operating procedures and the tools that help you resolve incidents efficiently.
6. Proactively identify opportunities for improvement through gap analysis, trend identification, and cross-functional collaboration.
7. Act as a key stakeholder for the engineering teams who deliver observability and triage tooling.
8. Develop platform expertise by executing multi-service stress tests and deep dives to root cause issues.
9. Be a subject matter expert on Prime Video’s incident and response tooling for Prime Video engineers in your region.
10. Build relationships with other Incident Response teams across Amazon to share best practices and enable effective collaboration during cross-organizational outages/incidents.
11. Mentor and train local Incident Response teams with skills based on state-of-the-art tooling.
12. Perform other duties as required by the organization.

BASIC QUALIFICATIONS

• Experience in an incident management call leader capacity.
• Proven analytical skills in identifying customer-impacting issues.
• Experience developing and implementing standard operating procedures.
• Problem management expertise in identifying root causes and developing reports to track mitigation status.
• Experience handling technical issues in support environments.
• Demonstrated skill and passion for operational excellence.
• Exceptional written and verbal communication skills.
• Bachelor degree in Computer Science or related field, or equivalent industry experience.

PREFERRED QUALIFICATIONS

• Experience in modern scripting programming languages.