Bilingual Support Engineering & Incident Ops Lead

Amazon; Leinster; On-site; EUR 90,000 - 130,000; Full time

Job summary

Amazon is seeking an experienced Support Engineering Operations Manager for the LEO Enterprise Customer Support division in Ireland. The role leads escalations and incident management across satellite network infrastructure, driving rapid resolution and customer satisfaction.

You will manage a high-performing team, collaborate with NOC, Engineering, and Product teams, and ensure playbooks and procedures keep critical incidents under control in a 24x7 environment.

Qualifications

• Experience managing IT environments for customers.
• Professional fluency in English and at least one of French, German, or Spanish.
• Experience with operational metrics (SLA/MTTR) to drive support team performance.

Responsibilities

• Lead and develop a team handling high-severity technical escalations and major incidents.
• Establish and maintain continuous escalation support with workload distribution across shifts, including escalation matrices and incident response protocols.
• Drive root cause analysis for critical incidents and implement preventive measures.
• Oversee incident communication processes and stakeholder management.
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues.
• Manage incident response team capacity and skill development.
• Ensure timely resolution of escalated issues and high customer satisfaction.
• Develop and maintain incident management playbooks and procedures.
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and on-call rotations.
• Coordinate coverage across multiple time zones and major incident management during off-hours.

Skills

IT operations management

English fluency

Incident management

SLA/MTTR metrics

Education

Bachelor's degree in Engineering/CS

Tools

ITIL

NOC tools

Job description

Amazon is seeking an experienced Support Engineering Operations Manager for the LEO Enterprise Customer Support division in Ireland. The role leads escalations and incident management across satellite network infrastructure, driving rapid resolution and customer satisfaction.

You will manage a high-performing team, collaborate with NOC, Engineering, and Product teams, and ensure playbooks and procedures keep critical incidents under control in a 24x7 environment.