Program Manager, Office Infrastructure Excellence (OIE)

Amazon's Corporate Infrastructure Services (CIS) organization manages the full lifecycle of corporate office infrastructure, supporting hundreds of thousands of employees worldwide. We're looking for a Problem Manager to drive permanent fixes that make these services more reliable and reduce the need for support contacts.<br/><br/>As a Problem Manager, you will build and own the problem management program for our corporate office IT infrastructure services. Your mission: reduce support contact volume and level of effort by identifying and eliminating the root causes of recurring problems across network, AV, and print services.<br/><br/>You'll analyze incident trends, lead root cause investigations, and drive cross-functional teams to deliver lasting solutions. This role is for someone energized by finding patterns in data, asking "why?" until they reach the real answer, and rallying teams to fix things permanently.<br/><br/>Key job responsibilities<br/>- Build and own the problem management program for corporate office IT infrastructure<br/>- Analyze incident and contact data to identify systemic issues driving support volume<br/>- Lead root cause analysis and drive corrective actions to closure<br/>- Partner with engineering, operations, and vendor teams to deliver permanent fixes<br/>- Track and report on metrics — particularly contact volume reduction and defect elimination<br/>- Maintain known error documentation and workarounds for operational teams<br/>- Drive continuous improvement of problem management processes and tooling<br/><br/>About the team<br/>Office Infrastructure Excellence (OIE) partners with service owners, customers, and partner teams to continuously evaluate corporate office IT infrastructure health, close support gaps, and enhance support efficiency. We drive down contacts and level of effort for our primary customer, the Operations Management Center (OMC), and leverage freed capacity to onboard new work.