Senior Technical Program Manager

2 weeks ago

Seattle, Washington, United States Amazon Full time

About Amazon Central Technical Operations Services (CTOS)

Amazon Central Technical Operations Services (CTOS) serves as the primary line of defense in ensuring the high availability of the Amazon Retail Website. Our mission is to minimize customer-impacting events, making them shorter, less frequent, and less severe. We achieve this through large-scale event and incident management, which is crucial for our hundreds of millions of global customers. The work we do to mitigate these incidents has a significant impact on real people at an immense scale.

Your Role as a Senior Technical Program Manager

In this pivotal role, you will play a key part in shaping and driving incident management and response initiatives, including the development of tools and engineering efforts for Amazon's global retail websites and internal corporate services. You will be responsible for creating long-term programs that promote engineering best practices in incident management across various organizations and service teams, ultimately leading to exceptional customer experiences.

Key Responsibilities:

  • Utilize data and insights gained from incidents to drive enhancements in our automation, tooling, and processes, ensuring that future events are shorter, less severe, or completely avoided.
  • Lead project teams to broaden the application of our tooling across different areas within Amazon.

This position is part of a globally distributed team of over 40 engineers located in various regions, providing 24x7 Incident Management Services. If you are seeking a team with substantial growth potential and the opportunity to make a significant impact, this is the right place for you.

Basic Qualifications

  • 7+ years of experience in technical product or program management.
  • 5+ years of experience in software development.
  • Proven track record in managing programs across cross-functional teams, establishing processes, and coordinating release schedules.
  • 7+ years of incident management experience.
  • Exceptional oral and written communication skills, capable of engaging with both technical and non-technical stakeholders, including senior leadership.
  • 7+ years of experience in utilizing data to make priority decisions and drive initiatives from inception to production launch.
  • Adept at identifying and resolving ambiguous problems swiftly using experiments and data.

Preferred Qualifications

  • 8+ years of hands-on experience managing complex technology projects.
  • Experience in managing projects across cross-functional teams, building sustainable processes, and coordinating release schedules.
  • Familiarity with Site Reliability Engineering (SRE) concepts and practices.
  • Experience in statistical analysis and machine learning.
  • Proficiency in defining KPIs/SLAs that drive multi-million dollar businesses and reporting to senior leadership.
  • Bachelor's degree in Computer Science or a related technical field, or equivalent training and industry experience.
  • Incident and Program Management Certifications (ITIL, PMP) or demonstrated industry experience.

Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our compensation reflects the cost of labor across various US geographic markets. The base pay for this position ranges significantly based on market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company, offering equity, sign-on payments, and a comprehensive range of medical, financial, and other benefits as part of the total compensation package.

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