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Job Description
Incident Manager/Tech Ops Engineer
Central Technical Operations Services (C-TOS) is the first line of defense for maintaining high availability in the Amazon Retail Website. We make customer impacting events shorter, less frequent, and less severe by providing large scale event and incident management.
Key Responsibilities:
- Be a technology evangelist and use your deep knowledge to solve business problems.
- Reduce mean time to resolution for all incident types.
- Design and/or build world-class listening systems.
- Adapt and improve operations management systems and processes to accommodate rapid and increasing growth.
- Participate in Agile sprints to evolve business processes and technologies.
- Create and review documentation, design new standard operating procedures.
- Identify and troubleshoot recurring platform issues and engage service owners to drive resolution.
- Automate tasks through creation and maintenance of scripts and tools.
- Respond to and complete customer requests within SLA via a trouble ticketing system.
- Mentor peers in your areas of technical and operational strength.
- Participate in the interviewing process.
About the Team:
We care about your career aspirations and tailor your development to your unique abilities. In this role, you'll have the opportunity to work on operational readiness, software development and testing, driving operational excellence, and cross-cutting initiatives among others.
Basic Qualifications:
- Bachelor's degree in Computer Science or related.
- Relevant experience in a large-scale online technical operations environment.
- Strong Incident Management skills.
- Experience scripting in at least one interpreted language (e.g. Java, Python) as well as shell.
- Experience using Linux and networking fundamentals.
- Experience driving collaborative projects from conception to delivery.
- Experience in Agile/Scrum or related collaborative workflow.
Preferred Qualifications:
- Confidence to drive and manage large conference calls.
- Understanding of routing protocols to help facilitate troubleshooting and remediation of networking issues.
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
- Effective prioritization and time management.
- Effective organizational skills to maintain a consistently high standard of operations in a busy environment.
- Excellent troubleshooting skills and a commitment to document findings.