Satellite Network Escalations & Incident Manager

Amazon; Dublin; On-site; EUR 120,000 - 170,000; Full time

Job summary

Amazon Kuiper Services Europe SARL, Irish Branch is seeking an experienced Support Engineering Manager to lead escalations and an incident management team for its satellite network operations. The role focuses on fast, reliable incident response, root cause analysis, and cross-functional collaboration with Engineering and Product teams to drive lasting improvements.

The ideal candidate has strong IT operations experience, English fluency (with one of French/German/Spanish), and a proven track

Qualifications

• Experience managing IT environments on behalf of customers.
• Professional fluency in English and at least one of French, German, or Spanish.
• Experience with operational metrics (SLA adherence, CSAT, MTTR).

Responsibilities

• Lead escalations and incident management team for high-severity issues.
• Collaborate with NOC, Engineering and Product teams to resolve complex technical issues.
• Establish escalation matrices, incident response protocols and SLAs.
• Drive root cause analysis and preventive measures for critical incidents.
• Coordinate coverage across multiple time zones and on-call rotations.
• Mentor team members and improve incident management processes.

Skills

IT operations management

Incident management

Team leadership

Cross-functional collaboration

English fluency

Education

Bachelor’s degree in Engineering, Computer Science, or related field

Job description

Amazon Kuiper Services Europe SARL, Irish Branch is seeking an experienced Support Engineering Manager to lead escalations and an incident management team for its satellite network operations. The role focuses on fast, reliable incident response, root cause analysis, and cross-functional collaboration with Engineering and Product teams to drive lasting improvements.

The ideal candidate has strong IT operations experience, English fluency (with one of French/German/Spanish), and a proven track