Technical Program Manager, Global Operations, IT Services - Global On-Premise Support

At Amazon, we believe that every day is “Day One.” A day to take the first step. A day to meet new challenges. Today could be the day that you become part of a bigger idea. A day where your own ideas can turn into reality. Become part of a company that redefines itself on a daily basis. Working for Amazon is a new excitement every day.

Does the challenge and ownership that comes from leading and driving large, cross-organizational projects and initiatives for one of the largest online marketplaces excite you? Do you enjoy working in an entrepreneurial environment solving complex technical problems and delivering innovative solutions? Are you an energetic, focused, and skilled Program Manager (PM) that has a track record of driving large scale initiatives while advocating customer experience? If so then Amazon's Global IT team is looking for you.

In this role, you will work closely with the Global Operations leadership team, stakeholders, engineers, and product teams to identify, develop, and deliver new projects and services to Amazonians globally. You will play a key role in maturing the Global Operations team by establishing mechanism to prioritize the ingestion of new products and service into production ensuring we can measure team and product performance while capturing data to enhance those services offered going forward. The Program Manager will also play a critical role in building and revamping global operations programs including Change Control, Incident Management, and Problem Management. You will work with stakeholders to identify appropriate resources needed, and develop schedules to ensure timely completion of projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, balance the business needs versus technical constraints and encourage risk taking behavior to maximize business benefit.

Our ideal candidate is customer focused, detail oriented, possesses strong written and verbal communication skills and is capable of leading multiple highly visible projects in parallel. The candidate must be able to interact with individuals across the organization including the team, peers, leadership, and customers at a regional and global scale. The Program Manager will serve as a liaison for Global Operations and at times act as the proxy for any numbers of the managers in Global Operations.

Amazon is not an average retailer and this is definitely not your average job. We’ll give you the opportunity to really make a difference to our business. We’re looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfil the Amazon motto to “Work Hard. Have Fun. Make History.”

Global IT values diversity of thought and wants to grow through hiring people from a wide range of backgrounds, cultures and experiences, allowing us to continue to innovate for complex problems. If you're interested in helping us shape our journey and being part of the team, then please apply to find out more.

Responsibilities include:
· Developing an intake methodology for Global Operations capturing the needs of Network, Systems, and Unified Communications to ensure operational requirements are met and the teams are positioned to offer incredible customer support and service availability.
· Partnering with Global Operations Management and Business Intelligence to drive the automation of metrics for Global Operations broken out by support function and service.
· Facilitate Quarterly Business Reviews with peer organizations reviewing past performance, Future onboarding requests, and service improvement opportunities.
· Build a mechanism to consolidate feature requests for AWS Products and Services within Global Operations and partner with AWS Engineering to drive enhancements.
· Develop repeatable processes and playbooks within Global Operations to ensure consistent service delivery.
· Improve existing global programs such as Incident, Problem, and Change Management, diving deep to identify issues and gaps and establishing a plan going forward.
· Anticipates, identifies and drives resolution of technical challenges and interdependencies to prevent downstream problems.
· Track and report on the customer experience benefits tied to new services and service modifications resulting from customer feedback and product/service prioritization changes.
· Partner with Service Owners including Enterprise Engineering, Networking, Business Intelligence and Product Management to influence the development, design, and reporting of On-Premise tooling. To accomplish this the candidate must have a solid understanding of IT infrastructure and End User computing in a corporate environment.




About the team<