Snr Incident Manager, Insights, Prime Video

Amazon; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Incident Manager to join their dynamic team, focusing on ensuring the availability of a leading streaming service. In this role, you will lead high-severity incident calls, coordinate efforts across engineering and operational teams, and drive improvements in incident response procedures. You will utilize your analytical skills to identify customer-impacting issues and mentor local teams. This is a fantastic opportunity to contribute to a fast-paced environment where innovation is key, and your expertise will help shape the future of entertainment for millions of customers worldwide.

Qualifications

• Experience in incident management and leading high severity calls.
• Proven analytical skills and problem management expertise.

Responsibilities

• Lead resolution efforts during high severity outages and incidents.
• Drive continuous improvement of incident response procedures.

Skills

Analytical Skills

Incident Management

Problem Management

Communication Skills

Scripting Skills (Java, Python)

Education

Bachelor's degree in Computer Science

Equivalent industry experience

Tools

Incident Response Tooling

Scripting Tools

Job description

Job ID: 2942506 | Amazon Development Centre (London) Limited

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. 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 movie or show? If so, you might be the right person for the Incident Manager role in the READI team who drive availability for Prime Video.

Key job responsibilities

1. Lead calls on customer impacting, high severity outages that drive towards resolution by co-ordinating 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. Development/scripting skills in at least one interpreted language (e.g. Java, Python) as well as shell.
9. Experience automating tasks through creation and maintenance of scripts and tools.
10. Develop platform expertise by executing multi-service stress tests and deep dive to root cause resulting issues.
11. Be a subject matter expert on Prime Video’s incident and response tooling for Prime Video engineers in your region.
12. Build relationships with the other Incident Response teams across Amazon to share best practice and enable effective collaboration during cross organisational outages/incidents.
13. Mentor and train local Incident Response teams with skills based on state of the art tooling.
14. Perform other duties as required by the organisation.

BASIC QUALIFICATIONS

1. Experience in an incident management call leader capacity.
2. Proven analytical skills identifying customer impacting issues.
3. Experience developing and implementing standard operating procedures.
4. Problem management expertise in identifying root cause and developing reporting to track mitigation status.
5. Experience with handling technical issues in a support environment.
6. Demonstrated skill and passion for operational excellence.
7. Exceptional written and verbal communication skills.
8. Bachelor degree in Computer science or related field, or equivalent industry experience.

PREFERRED QUALIFICATIONS

1. Experience in modern scripting programming languages.

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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.

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