IT Services Manager

Amazon.Com, Inc. Seattle , WA 98113

Posted 2 weeks ago

The Global IT Engineering team is looking for an experienced Team Manager in the US to help build and lead a 24x7x365 global incident response team. The team will be responsible for coordinating timely restoration of business critical services and driving defect elimination across the environment. Global IT Engineering High Severity Response Team acts as an escalation point for high severity outages to coordinate technical resolvers, provide timely status updates to leadership and customers, perform hierarchical escalations, and partner with service owners on post-mortem analysis.

The ideal candidate will have demonstrated the ability to effectively lead a global team, possess strong written and verbal communication skills, ability to interact with leaders and customers at all levels of the organization, and be able to manage competing priorities while operating under pressure.

Responsibilities include:

  • Lead a team of globally distributed Call Leaders responsible for driving high severity service restoration and defect elimination across the environment.

  • Audit and improve upon high severity incident management

  • Define and drive team priorities aligned with business priorities

  • Independently represent the team to the business

  • Define, analyze, and evolve key performance metrics to measure individual and team performance as well as drive service improvements.

  • Pro-actively identify resource needs and lead recruiting and hiring efforts.

  • Responsible for team health and individual performance coaching

  • Pro-actively foster individual career development and provide opportunities for growth

  • Travel regularly to meet with customers, remote staff, and peers

  • Act as an escalation point for the Call Leaders

  • Act as a backup to on-call Call Leaders

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IT Services Manager

Amazon.Com, Inc.