6 days old

Incident Manager

Austin, TX 78701


Job summary
Amazon Information Technology Services (ITS) is seeking an experienced Incident Manager based in the US to join the 24x7x365 global support team responsible for coordinating timely restoration of business critical services. The ITS Incident Management Team acts as the escalation point for all large scale Corporate and Customer Service systems outages by coordinating service owners and stakeholders, providing status updates to leadership and customers, performing escalations within and outside ITS, as well as other services putting customer experience at risk.

The ideal candidate will possess strong written and verbal communication skills, the ability to interact with leaders and customers at all levels of the organization, broad working knowledge of IT infrastructure and systems, ability to work flexible hours or participate in oncall rotation, and the effectively manage competing priorities while operating in a high pressure fast paced environment.


  • 5+ years of IT Support experience triaging large scale enterprise environments
  • 3+ years experience with Change Management
  • Manage multiple enterprise system issues, including corporate sites with significant impact
  • Intermediate skills with BI tools and data analysis
  • Serve as leader and point of contact for escalated contact resolution of a business impacting or sensitive nature
  • Independently identifies and implements process improvements geared toward improving the user experience or organizational efficiencies
  • Experience in systems and network administration · Broad understanding of Incident and Problem Management - Strong written and verbal communication skills
  • Strong interpersonal and customer service skills
  • Broad working knowledge of IT infrastructure
  • Strong analytical and project management skills
  • Ability to work non traditional work schedules including weekends
  • Ability to manage competing priorities and operate under pressure
  • Ability to adjust schedule based on business need
  • Ability to travel up to 10%


  • Bachelor€™s degree in Computer Science or equivalent work experience
  • 5+ years of IT Support experience triaging large-scale enterprise environment
  • 5+ years experience with Change Management
  • ITIL Foundations Certification
  • Experience in systems and network administration
  • Advanced skills working with Excel, Word, Visio and PowerPoint
  • Advanced skills working with trouble ticketing or escalation tools (Remedy, etc)
  • Advanced skills with BI tools and data analysis
  • Experience with any coding language (Python, Powershell, JavaScript)
  • Experience with AWS services (Secrets Manager, Lamda, SNS/SQS, Aurora, RedShift)
  • Experience with coding processes (Code Review, github, packaging, pipelines)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


Posted: 2022-05-13 Expires: 2022-06-12

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Incident Manager

Austin, TX 78701

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