Bilingual Escalations & Incident Ops Manager

Amazon; Cork; Hybrid; EUR 100,000 - 140,000; Full time

Job summary

Amazon LEO is seeking a Bi-Lingual Support Engineering Operations Manager to lead the Escalations & Incident Team. You will own incident response, drive critical issue resolution, and mentor a high-performing team across a satellite network infrastructure.

The role requires strong technical leadership, experience with 24x7 operations, and coordination across time zones. You will partner with Engineering and Product to implement improvements and maintain high customer satisfaction.

Qualifications

• Experience managing IT environments on behalf of customers.
• Fluency in English and at least one of French, German, or Spanish.

Responsibilities

• Lead and develop a team handling high-severity escalations and major incidents.
• Establish escalation protocols and incident response playbooks.
• Drive root-cause analysis and preventive measures for critical incidents.
• Oversee incident communications and stakeholder management.
• Collaborate with NOC, Engineering and Product teams to resolve complex issues.
• Manage team capacity and skill development; ensure timely resolution and customer satisfaction.

Skills

IT operations

Escalation management

Multilingual communication

Operational metrics

Education

Bachelor's in Engineering/CS

Job description

Amazon LEO is seeking a Bi-Lingual Support Engineering Operations Manager to lead the Escalations & Incident Team. You will own incident response, drive critical issue resolution, and mentor a high-performing team across a satellite network infrastructure.

The role requires strong technical leadership, experience with 24x7 operations, and coordination across time zones. You will partner with Engineering and Product to implement improvements and maintain high customer satisfaction.