Operations Manager (IDR), AWS Support (ES2), Incident Detection and Response

Amazon has built a reputation for excellence with a mission to be the earths most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organization within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.

Key job responsibilities

Lead and develop a high-performing team of Incident Management Engineers across global regions

Drive operational excellence and customer experience improvements through data-driven decision making

Design and implement scalable processes and mechanisms for incident management

Collaborate with senior stakeholders to enhance service delivery and customer outcomes

Partner with AWS service teams to represent the voice of the customer and drive improvements

Manage critical incidents and escalations for enterprise customers

Own recruitment, development, and retention strategies for the team

About the team

We are seeking an experienced Operations Manager to join our global Incident Management team within AWS Enterprise Support. This role offers an opportunity to lead and develop world-class Incident Management Engineers while driving operational excellence in a 24x7x365 mission-critical environment.

The Ideal Candidate Will:

Be a passionate people leader who builds inclusive, high-performing teams. You remain calm and decisive during high-pressure situations, with a proven track record of driving results across organizational boundaries. Your commitment to customer satisfaction and operational excellence is unwavering, backed by experience in scaling operations while maintaining quality. Most importantly, you embrace change and adapt quickly in our dynamic environment.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnt followed a traditional path, or includes alternative experiences, dont let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, theres nothing we cant achieve.

Basic Qualifications

* 5+ years of experience in technical operations management, with 3+ years managing teams in mission-critical environments

* Proven track record of building and retaining high-performing technical teams

* Strong understanding of incident management methodologies and best practices

* Excellence in data analysis and metrics-driven decision making

* Outstanding communication and stakeholder management skills

Preferred Qualifications

* Bachelor's degree in Computer Science, Engineering, or related field

* Industry specific accredited certification(s) such as the AWS Associate level certifications

* Experience with cloud technologies and distributed systems architecture

* Knowledge/experience building mission critical systems

* Experience with metrics, monitoring, and operational process improvement

* Experience working across organizational boundaries and driving solutions with diverse teams

* Flexible work schedule capability (weekends and/or evenings when required)

* Strong verbal and written communication skills with demonstrated technical leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region youre applying in isnt listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.