Senior Incident Command & Communications Lead

Amazon; Redmond (WA); On-site; USD 149,000 - 201,000; Full time

Job summary

Amazon Kuiper Manufacturing Enterprises LLC is seeking an experienced Incident Manager to lead high-severity events, coordinating engineers, operations, and communications to restore service quickly.

You will own the event from declaration to resolution, ensure regulatory obligations are met, and drive learning to prevent recurrence. This is a leadership, coordination role with no hands-on fixing.

Qualifications

• 5+ years of technical product or program management experience.
• 7+ years of working directly with engineering teams experience.
• 5+ years of technical program management working directly with software engineering teams experience.
• Experience managing programs across cross functional teams, building processes and coordinating release schedules.
• 5+ years of major incident or problem management experience for organizations that run mission critical, customer facing services.

Responsibilities

• Serve as the single accountable call leader on high severity events, from declaration through resolution and closure.
• Assess and set event severity based on customer and business impact, and adjust it as the event evolves.
• Run the incident bridge, keeping the engineering effort and the customer communication effort aligned on a single source of truth.
• Sequence work across engineering, operations, mission and flight operations, customer communications, legal, and security, and engage the right responders quickly.
• Keep customer communication and any regulatory notification obligations visible and on time, at the same priority as the technical mitigation.
• Escalate early and freely, clear blockers, and make the stand down decision against clear recovery criteria
• Run clean handovers on prolonged events, and share a twenty four by seven on call rotation.
• Proactively investigate early warning signals to catch potential events before they reach customers.
• Own the post event loop, ensuring a correction of errors and root cause analysis are completed, assigned, and tracked to closure.
• Audit the coverage of monitoring and customer notification so events are detected and communications reach the right customers.
• Design, run, and score simulated incident exercises, and train partner teams on the incident process and their role on the call.
• Improve runbooks and incident tooling, reducing the manual work of running an event.

Skills

Incident management

Technical program management

Cross-functional collaboration

Executive communication

Tools

ITIL

DevOps

Job description

Amazon Kuiper Manufacturing Enterprises LLC is seeking an experienced Incident Manager to lead high-severity events, coordinating engineers, operations, and communications to restore service quickly.

You will own the event from declaration to resolution, ensure regulatory obligations are met, and drive learning to prevent recurrence. This is a leadership, coordination role with no hands-on fixing.