Job Description
Incident Manager/Tech Ops Engineer: Central Technical Operations Services (C-TOS) We're looking for skilled professionals to join our team of Incident Managers/Tech Ops Engineers. As a key member of our Central Technical Operations Services (C-TOS) team, you'll play a critical role in maintaining high availability on the Amazon Retail Website. **Job Summary** We're seeking a highly motivated and experienced Incident Manager/Tech Ops Engineer to join our team. As a key member of our Central Technical Operations Services (C-TOS) team, you'll be responsible for maintaining high availability on the Amazon Retail Website. **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 • Participate in a "follow the sun" rotation split between Seattle, Dublin, and Sydney sites, including weekends and holidays • Mentor peers in your areas of technical and operational strength **Requirements** • 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