Incident Manager/Tech Ops Engineer, Amazon
Central Technical Operations Services
The largest online retailer and technology provider
Open for applications
The largest online retailer and technology provider
1001+ employees
Open for applications
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join
- Bachelor’s degree in Computer Science or related
- Relevant experience in a large-scale online technical operations environment
- Strong Incident Management skills
- Experience scripting in at least one interpreted language (e.g. Java, Python) as well as shell
- Experience using Linux and networking fundamentals
- Experience driving collaborative projects from conception to delivery
- Experience in Agile/Scrum or related collaborative workflow
Desirable
- Confidence to drive and manage large conference calls
- Understanding of routing protocols to help facilitate troubleshooting and remediation of networking issues
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Effective prioritization and time management
- Effective organizational skills to maintain a consistently high standard of operations in a busy environment
- Excellent troubleshooting skills and a commitment to document findings
What the job involves
- We’re looking for Incident Managers/Tech Ops Engineers who have owned or participated in operational and/or incident management for at least one large-scale enterprise
- The Amazon Retail Website is complex and constantly changing; it operates across dozens of countries, consists of thousands of cloud-based services, is built and maintained by tens of thousands of engineers, and serves hundreds of millions customers
- When it experiences major issues, part of your job will be to respond to it within minutes and ensure the best course of action is taken
- This experience will expose you to all things Amazon
- Our engineers are encouraged to build solutions to problems while sharing the benefit of those solutions with other service teams
- This is an excellent opportunity to join one of Amazon’s world-class team of engineers, and work with some of the best and brightest while also developing your skills and career within one of the most dynamic, innovative and progressive technology companies anywhere
- In addition to a stimulating and fun working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology Principals, and well-defined career paths for motivated engineers who want to contribute to our culture of operational excellence and customer-focused technical innovation
- This position will be part of a globally distributed team of 20+ engineers across Austin, Dublin, and Sydney to allow for 24x7 coverage
- Each group will work 10 hour shifts for 4 days a week
- Be a technology evangelist and use your deep knowledge to solve business problems
- Reduce mean time to resolution for all incident types
- Design and/or build world class listening systems
- Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
- Participate in Agile sprints to evolve business processes and technologies
- 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, Dublin and Sydney sites, including weekends and holidays
- Mentor peers in your areas of technical and operational strength
- Participate in the interviewing process
- In this role, you’ll have the opportunity to work on operational readiness, software development and testing, driving operational excellence and cross-cutting initiatives among others
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
Company values
- Customer obsession rather than competitor focus
- Passion for invention
- Commitment to operational excellence
- Long-term thinking
Company HQ
South Lake Union, Seattle, WA
Articles
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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