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ReadyNet Command Center Incident Manager

ReadyNet Command Center Incident Manager

Job ID 
484069
Location 
DE-BY-Regensburg
Posted Date 
4/4/2017
Company 
Amazon Deutschland Services GmbH
Position Category 
Project/Program/Product Management--Technical
Recruiting Team 
..

Job Description

ReadyNet Command Center Incident Manager

Amazon Seller Services’ ReadyNet Command Center is Amazon’s central defense against large-scale, Seller-impacting incidents as well as driving operational excellence across the Seller Services organization. We are searching for best-in-class Incident Managers to help bolster our mission to prevent any and all impact to Sellers and keep Amazon’s Seller-oriented Tools and Services operationally ready 100% of the time. You should have a passion for working with the ambiguous and desire to work under tight deadlines in high-pressure situations. ReadyNet Incident Managers are encouraged to consistently push the boundaries of our Incident Management programs from both a process perspective and a technology perspective, and should never be satisfied with the status quo. This is an excellent opportunity to join one of Amazon’s world-class operations teams and work with some of the best and brightest while also developing your own skills and career within one of the most dynamic, innovative, and progressive technology companies in the world.

Responsibilities
• Be a technology evangelist and use your deep knowledge to solve business problems
• Reduce mean time to resolution for all incident types
• Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
• Create and review documentation, design new standard operating procedures
• Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
• Automate tasks through creation and maintenance of scripts and tools
• Respond to and complete customer requests within SLA via a trouble ticketing system
• Take part in a “follow the sun” rotation split between Seattle and Regensburg sites, including weekends and holidays
• Mentor peers in your areas of technical and operational strength

Basic Qualifications

• A degree in Computer Science or a related field or at 5 years relevant experience in a large-scale online technical operations environment
• Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
• Effective organizational skills to maintain a consistently high standard of operations in a busy environment
• Confidence to drive and manage large conference calls potentially including Director and higher-leveled participants
• Excellent troubleshooting skills and a commitment to document findings
• Experience driving collaborative projects from conception to delivery
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure

Preferred Qualifications

• Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem, and change management
• Development/scripting skills in at least one interpreted language (e.g. Perl/Python/Ruby)

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