Senior Incident Manager, Prime Video

Prime Video is searching for a Senior Incident Manager. This senior-level incident management role is responsible for leading the incident response function for Prime Video's video-on-demand platform. The key responsibilities include:

• Defining the strategy and operating model for the incident response team to minimize the duration and severity of customer-impacting incidents.
• Leveraging technical expertise to develop the vision for incident management tooling and capabilities to improve observability and triage.
• Owning operational metrics and goals for incident response quality, and fostering a culture of continuous improvement.
• Directly managing high-severity incidents, coordinating cross-functional teams, and driving resolution for complex/ambiguous issues.
• Serving as the point of escalation for critical customer issues, and building relationships with incident response teams across Amazon.
• Educating leaders and engineers on incident response best practices and capabilities.

The ideal candidate has 10+ years of incident management experience, including incident response for a large-scale enterprise. They have strong technical, analytical, and communication skills to liaise effectively with engineering and executive teams.

About the team:

The Prime Video platform is complex and constantly changing. It consists of thousands of cloud-based services, is built and maintained by thousands of engineers, and serves hundreds of millions of customers. We are establishing a team of dedicated incident managers who will be front-and-centre in driving down the duration of incidents impacting customer's ability to watch video on demand by utilizing their operational experience, knowledge of best practices, and effective usage of incident management tools. We're looking for an expert in incident response, who has owned operational and/or incident management for at least one large-scale enterprise, to shape the incident response function, define the operational framework and drive delivery of incident response tooling. The team will provide incident response 24x7x365 from two locations.