Amazon Looking for Incident Manager II at Karnataka, India

Amazon; Karnataka; On-site; INR 6,00,000 - 18,00,000; Full time

Job summary

Join a dynamic and innovative team at a leading global company as an IT Engineer. In this pivotal role, you will lead high-severity incident response calls, ensuring swift resolution of critical issues that impact customers worldwide. Your expertise in global incident management and problem-solving will be key in driving process improvements and maintaining operational excellence. With a focus on collaboration and communication, you will work alongside talented professionals in a fast-paced environment that fosters growth and innovation. This is your chance to make a significant impact in a role that combines technical skills with leadership and customer service excellence.

Qualifications

• 5+ years in Global Incident Management and Problem Management.
• Experience in network-focused technical roles with IP routing protocols.

Responsibilities

• Lead Severity 1 and 2 OTS Category Incidents on bridge calls.
• Develop and maintain policies, procedures, and processes.

Skills

Global Incident Management

Problem Management

IP Routing Protocols

Technical Communication

Project Management

Linux Administration

Cisco Network Configuration

Analytical Skills

Ticketing Tools

Scripting (Python, Perl, Shell)

Education

Bachelor’s degree

Bachelor’s degree in Computer Science or related field

Tools

Ticketing Tools

Cisco

Juniper

Job description

Description

Amazon is looking for an IT Engineer to join the Global OpsTechIT Incident Response Team (IRT).

We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of IRT, you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Amazon at a global level. You’ll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.

We value attention to detail, customer obsession, and the desire to always find and remove customer issues.

Key Responsibilities Include

1. Lead all Severity 1 OTS Category Incidents on bridge calls.
2. Lead all Severity 2 OTS Category Incidents that are customer impacting on bridge calls.
3. Respond to all Severity 2 Customer Initiated OTS Category Incidents.
4. Assist on all Severity 1 Non OTS Category Incidents that are a potential risk.
5. Provide notifications to Global OTS Leaders for customer impacting issues as per policy.
6. Establish and maintain a positive, productive relationship with operational partners, customers, key stakeholders, and staff.
7. Lead infrastructure monitoring, audits, and change activities supporting Amazon facilities.
8. Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA) and Mean time to Recover (MTTR).
9. Develop and maintain policies, procedures, and processes.

A day in the life

On a typical day, the employee will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operation teams. The candidate must be forward thinking with a high degree of customer service focus and excellent communication skills. The Incident IT Call Leader serves as the liaison and escalation point to Field Operations and Field IT.

About The Team

Your peers will be system and software support engineers working to ensure Fulfillment Center systems are healthy and available to meet customer demands. In this role, you will have the opportunity to participate in solutions to business problems that are truly unique to Amazon. This team is a global team, so strong communication skills are a must.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location – KA

Basic Qualifications

1. Bachelor’s degree
2. 5+ years in Global Incident Management
3. 5+ years in Problem Management experience
4. 5+ years’ experience in a network focused hands-on technical role working with IP routing protocols/technologies and platforms in large scale data center and/or WAN network environments.
5. Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk.
6. Experience communicating cross-functionally and across all management levels
7. Experience with project management
8. Good exposure to ticketing tools and integration
9. Technical experience in one or more IT related fields including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management
10. Detail oriented, excellent analytical skills, and a strong team player who works well with immediate and extended teams, and consistently puts the team above oneself.
11. Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. Experience working in virtualized enterprise networking environments.

Preferred Qualifications

1. Bachelor’s degree in Computer Science, Information Systems, Engineering, Business or technical discipline
2. High Degree of ownership in all matters within IT infrastructure and root cause analysis
3. Experience in high-severity triage, escalations and issue management
4. Experience In Ticketing Tools And Its Functions
5. Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
6. Experience with one or more of the following: router, server load balancer, and firewall vendor platforms: Cisco or Juniper.
7. Some experience in one or more of the following: Working in a Linux/Unix environment. Possess scripting skills or have a desire to learn them; specifically, Python, Perl, or Shell.
8. Demonstrated problem solving ability
9. Superior technical aptitude
10. Proven ability to manage complex tasks
11. Strong analytical skills

Company – ADCI – Karnataka

Job ID: A2526859