Technical Incident Command Leader (24/7)

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Leo is seeking an experienced Sr Technical Incident Manager to lead high-severity incident response and coordinate cross-functional teams across engineering, operations, and legal. You will own events from declaration to resolution, ensure timely customer communications, and drive post-event learning and improvements.

This is a coordination and leadership role, not hands-on technical fixing, requiring calm under pressure and the ability to direct senior staff across multiple teams.

Qualifications

• 5+ years of technical product or program management experience.
• 7+ years working directly with engineering teams.
• 5+ years of technical program management with software engineering teams.
• Experience managing programs across cross-functional teams and release schedules.
• 5+ years of major incident or problem management for mission-critical services.
• Excellent written and verbal communication for engineers and executives.
• Knowledge of ITIL, change management, major incident management, problem management, DevOps, or SRE.

Responsibilities

• Serve as the single accountable call leader on high severity events from declaration to resolution.
• Assess and set event severity based on impact and adjust as the event evolves.
• Run the incident bridge to align engineering and customer communications.
• Sequence work across engineering, operations, mission, customer communications, legal, and security.
• Keep customer communications and regulatory notifications visible and on time.
• Escalate early, clear blockers, and determine stand-down criteria.
• Coordinate handovers for prolonged events and maintain on-call rotations.
• Investigate early warning signals to catch events before customers are affected.
• Own the post-event loop with root cause analysis and corrective actions.
• Audit monitoring coverage to ensure detections and communications reach the right customers.
• Design and run simulated incident exercises and train partner teams.

Skills

Technical PM experience

Engineering collaboration

Incident management

ITIL/DevOps/SRE

Executive communication

Job description

Amazon Leo is seeking an experienced Sr Technical Incident Manager to lead high-severity incident response and coordinate cross-functional teams across engineering, operations, and legal. You will own events from declaration to resolution, ensure timely customer communications, and drive post-event learning and improvements.

This is a coordination and leadership role, not hands-on technical fixing, requiring calm under pressure and the ability to direct senior staff across multiple teams.