Senior Incident Manager, Technical Call Leader, Amazon Leo

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

Description

Amazon Leo is building a low Earth orbit satellite broadband network to deliver fast, affordable connectivity to customers around the world, including those underserved by traditional infrastructure. Operating a live constellation and its ground network at scale means service disruptions are an inevitable reality, and how we respond to them, and how transparently we communicate with the customers who depend on us, defines the trust we earn as a connectivity provider.

Position Overview

We are looking for an experienced Incident Manager to serve as a Technical Call Leader. When a high severity event affects more than one part of the network, detection, customer communication, and engineering recovery are all happening at once, and someone has to run the whole event. That someone is you. You will be the single accountable owner of a high severity event from the moment it is declared to the moment it is resolved and closed, coordinating engineers, operations, customer communications, legal, and security toward the fastest possible restoration of service for customers. This is a coordination and leadership role, not a hands on resolver role. You will not perform the technical fix or make specialized safety decisions. You will make sure the right responders are engaged, the severity is assessed correctly, work that crosses team boundaries is sequenced, communication and any regulatory obligations are tracked, and the event ends in learning that prevents recurrence. Your effectiveness is measured by the quality of your coordination under pressure, not by personal troubleshooting. You are calm and diligent in high stress situations, you create urgency and focus, you ask the hard questions, and you can direct senior people who do not report to you.

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job 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.

Basic 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.
• Excellent written and verbal communication, able to produce clear updates for both engineers and executive stakeholders.
• Working knowledge of operational excellence practices such as ITIL, change management, major incident management, problem management, DevOps, or SRE.

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon also offers comprehensive benefits including sign-on payments and restricted stock units (RSUs). The base salary range for this position is listed below. Final compensation will be determined based on factors including experience, qualifications, and location.

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

USA, WA, Redmond - 148,700.00 - 201,200.00 USD annually

Company

Amazon Kuiper Manufacturing Enterprises LLC

Job ID: A10523038