Senior Incident Manager – Global Network Incident Leader

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

Benefits offered by this job

Health insurance (medical, dental, etc

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Kuiper Manufacturing Enterprises LLC is seeking an experienced Incident Manager to lead high severity events as a Technical Call Leader. You will coordinate engineers, operations, legal, and security to restore service rapidly while communicating with customers and meeting regulatory obligations.

The role focuses on coordination and leadership rather than hands-on technical fixes, requiring calmness under pressure and the ability to direct senior staff who do not report to you.

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 with software engineering teams.
• Experience managing programs across cross functional teams, coordinating release schedules.
• 5+ years of major incident or problem management for mission critical services.
• Excellent written and verbal communication for engineers and executives.
• Working knowledge of ITIL, change management, major incident, problem management, DevOps, or SRE.

Responsibilities

• Serve as the single accountable call leader on high severity events from declaration through closure.
• Assess and set event severity based on customer impact and adjust as needed.
• Run the incident bridge to align engineering and customer communications.
• Sequence work across engineering, operations, and other teams and engage responders quickly.
• Ensure customer communications and regulatory notifications are timely and prioritized.
• Escalate early, clear blockers, and make stand-down decisions when criteria are met.
• Run handovers on prolonged events and manage 24/7 on-call rotation.
• Investigate early warning signals to catch events before they affect customers.
• Own post-event loop with root-cause and corrective actions tracked to closure.
• Audit monitoring and customer notification coverage for effective detection.

Skills

Technical PM experience

Engineering collaboration

Major incident management

Communication proficiency

ITIL/DevOps/SRE knowledge

Job description

Amazon Kuiper Manufacturing Enterprises LLC is seeking an experienced Incident Manager to lead high severity events as a Technical Call Leader. You will coordinate engineers, operations, legal, and security to restore service rapidly while communicating with customers and meeting regulatory obligations.

The role focuses on coordination and leadership rather than hands-on technical fixes, requiring calmness under pressure and the ability to direct senior staff who do not report to you.