Escalations and Incident Management Operations Manager

Amazon LEO is dedicated to providing fast and reliable internet connectivity through our low Earth orbit satellite network, aimed at serving customers in areas lacking reliable connectivity. We are on the lookout for an experienced Support Engineering Manager to lead our escalations and incident management team, ensuring excellence in handling complex customer escalations and major incidents.

In this dynamic role, you will have the opportunity to build and guide a high-performing team that resolves critical issues within our satellite network infrastructure while maintaining exceptional customer satisfaction. As the manager of the Escalations & Incident Team, your responsibilities will include implementing effective incident response protocols, managing critical escalations, and ensuring the swift resolution of technical challenges.

Working closely with cross-functional teams, including Engineering and Product teams, you will drive solutions and work to prevent recurring problems. You will be the escalation point for our most challenging issues, balancing immediate incident response with strategic improvements.

This position demands a leader who thrives in fast-paced environments, possesses strong technical expertise in satellite communications or networking, and remains composed during critical incidents. Continuous improvement in incident management processes, mentoring your team, and building robust relationships with stakeholders are essential components of your success.

Key Responsibilities:

• Lead and develop a team managing high-severity technical escalations and major incidents.
• Establish and maintain escalation matrices, incident response protocols, and resolution SLAs.
• Conduct root cause analysis for critical incidents and implement preventive measures.
• Oversee incident communication processes and stakeholder management.
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues.
• Manage team capacity and skill development within the incident response team.
• Ensure timely resolution of escalated issues while achieving high customer satisfaction.
• Develop and maintain comprehensive incident management playbooks and procedures.
• Flexibility to work in a 24x7 operational environment is required, including rotating shifts and being part of an on-call rotation for critical escalations outside regular business hours.

This position will also involve coordinating coverage across multiple time zones and being available for major incident management during off-hours, ensuring continuous support and balanced workload distribution.

Basic Qualifications:

• 5+ years of management experience with a proven track record of success.
• 7+ years of experience in managing engineering teams in a fast-paced operations environment.
• Experience in overseeing IT environments on behalf of customers.

Preferred Qualifications:

• Bachelor's degree in Engineering, Computer Science, or a related technical field.
• Master of Business Administration.
• Proven experience driving projects to improve operations and support processes.
• Experience in handling large enterprise technical customer escalations.
• Familiarity with AWS services.
• Experience in project and program management, delivering key business outcomes.

Amazon is an equal opportunity employer that values diversity. If you have a disability and need accommodation during the application or hiring process, please let us know. Our compensation reflects the cost of labor across various US markets, with base pay ranging from $128,600 to $222,200, based on your skills, experience, and market location. In addition to base pay, a complete compensation package includes equity, sign-on payments, and comprehensive benefits that support your wellbeing.