Program Manager, NCC, Network Control Center

Amazon; Hyderabad; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

Amazon in Hyderabad is seeking an experienced Program Manager for the Network Control Center to lead incident management across CS. You will coordinate cross-functional teams, drive resolution of high-severity issues, and communicate impact and timelines to leadership.

You will own incident response playbooks, track service health, and push for process improvements using data. The role requires strong analytical skills and stakeholder management in a fast-paced environment.

Qualifications

• 3+ years of program or project management experience.
• 3+ years of working cross functionally with tech and non-tech teams experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
• Bachelor's degree.
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
• Experience defining program requirements and using data and metrics to determine improvements.

Responsibilities

• Manage high-severity incidents (Sev1/Sev2) impacting Amazon CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal, and Security Operations teams to drive resolution.
• Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path.
• Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues.
• Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion.
• Provide regular, timely updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators.
• Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership.
• Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams.
• Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation.

Skills

Program management

Cross-functional collaboration

Process improvement

Data-driven decision making

Incident management

Education

Bachelor's degree

Tools

Excel

SQL

Job description

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction.

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Program Manager to join the Network Control Center (NCC), Amazon's central incident management function for Customer Service. The NCC detects, manages, and resolves high-severity incidents impacting customers, associates, drivers, and brands in real time — coordinating response across dozens of teams to minimize customer impact and restore service. When systems fail at scale, contact volumes spike unexpectedly, or a service disruption threatens millions of customer interactions, the NCC takes command. You will be at the center of that response — running incidents end-to-end, driving cross-functional coordination under pressure, and ensuring leadership has the information they need to make decisions fast.

Key job responsibilities

• Manage high-severity incidents (Sev1/Sev2) impacting Amazon CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal, and Security Operations teams to drive resolution
• Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path
• Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues
• Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion
• Provide regular, timely updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators
• Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership
• Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams
• Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation

Basic Qualifications

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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