Tech Operations & Escalation Manager, Prime Video Insights

Amazon; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Join a leading company as a Tech Operations & Escalation Manager for Prime Video Insights. You will lead incident management efforts, ensuring high availability of services while collaborating with engineering teams. Ideal candidates will have strong analytical skills, experience in incident management, and a degree in Computer Science.

Qualifications

• Experience in incident management call leader capacity.
• Proven analytical skills identifying customer impacting issues.
• Experience developing and implementing standard operating procedures.

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

Tech Operations & Escalation Manager, Prime Video Insights

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. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime 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 customer can always watch their favourite movie or show? If so, you might be the right person for the Incident Mgr role in the READI team who drive availability for Prime Video.

Key job responsibilities
- 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.
- Deconstruct complex incidents into workstreams that can be managed by multiple incident responders in parallel.
- Monitor and manage communications during high severity events via relevant channels, including being the single point of contact for executive leaders
- Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams
- Own improving the effectiveness of incident response by driving continuous improvement of standard operating procedures and the tools that help you resolve incidents efficiently.
- Proactively identify opportunities for improvement through gap analysis, trend identification, and cross-functional collaboration.
- Act as a key stakeholder for the engineering teams who deliver observability and triage tooling.
- Development/scripting skills in at least one interpreted language (e.g. Java, Python) as well as shell
- Experience automating tasks through creation and maintenance of scripts and tools
- Develop platform expertise by executing multi-service stress tests and deep dive to root cause resulting issues
- Be a subject matter expert on Prime Video’s incident and response tooling for Prime Video engineers in your region
- Build relationships with the other Incident Response teams across Amazon to share best practice and enable effective collaboration during cross organisational outages/incidents
- Mentor and train local Incident Response teams with skills based on state of the art tooling
- Perform other duties as required by the organisation.

BASIC QUALIFICATIONS

- Experience in an incident management call leader capacity.
- Proven analytical skills identifying customer impacting issues.
- Experience developing and implementing standard operating procedures.
- Problem management expertise in identifying root cause and develop reporting to track mitigation status.
- Experience with handling technical issues in a support environment.
- 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.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.