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Job Description
Incident Manager/Tech Ops Engineer role involves managing large-scale events and incidents to ensure high availability of the Amazon Retail Website.
Central Technical Operations Services (C-TOS) is responsible for maintaining high availability and reducing the impact of customer-facing events.
As an Incident Manager/Tech Ops Engineer, you will be part of a globally distributed team of 20+ engineers across Austin, Dublin, and Sydney, working 10-hour shifts for 4 days a week.
Key responsibilities include:
- Be a technology evangelist and use 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.
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.
Amazon is an equal opportunities employer and values diversity and inclusion in the workplace.