Tech Operations & Escalation Manager, Prime Video Insights

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

Job summary

Join a forward-thinking team dedicated to shaping the future of entertainment. As an Incident Manager, you'll play a crucial role in ensuring the availability of a premium streaming service that captivates audiences worldwide. You'll lead high-stakes incident management calls, working collaboratively with engineering and operational teams to resolve complex issues. Your analytical skills will be key in identifying customer-impacting problems, and your passion for operational excellence will drive continuous improvement. This is an exciting opportunity to make a significant impact in a dynamic environment where innovation is at the forefront.

Qualifications

• Experience in incident management and leading calls during outages.
• Proven analytical skills and ability to develop SOPs.

Responsibilities

• Lead calls on high severity outages and coordinate resolution efforts.
• Monitor communications during incidents and drive improvements.

Skills

Incident Management

Analytical Skills

Problem Management

Communication Skills

Development/Scripting (Java, Python)

Operational Excellence

Education

Bachelor's degree in Computer Science

Equivalent industry experience

Tools

Incident Response Tooling

Job description

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. 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 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. 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 practices and enable effective collaboration during cross-organizational 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 organization.

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 develop 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.