Satellite Support Engineering Ops Lead (Escalations)

Amazon

Cork

On-site

EUR 120,000 - 160,000

Full time

2 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Amazon Kuiper Services Europe SARL, Irish Branch in Ireland is seeking an experienced Support Engineering Manager to lead escalations and incident management for a satellite network. You will build and guide a high-performing team handling critical technical issues across the satellite infrastructure, ensuring customer satisfaction and rapid resolution.

The role requires strong leadership, technical acumen in satellite communications or networking, and the ability to drive incident response

Qualifications

Experience managing IT environments on behalf of customers.
Professional fluency in English and at least one of the following: French, German, or Spanish.
Experience with operational metrics (SLA adherence, CSAT, MTTR) to drive support team performance.

Responsibilities

Lead and develop a team handling high-severity technical escalations and major incidents.
Establish and maintain escalation support with balanced workload distribution across all shifts, including escalation matrices, incident response protocols, and resolution SLAs.
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 rotation.