Amazon Senior Manager Industrial Engineering Last Mile Process 

United States, Washington, Bellevue 

115310532

Key job responsibilities
• Authenticate users and confirm credentials in accordance with KGS access control policies.
• Triage incoming support cases, collect necessary context, and determine appropriate resolution paths.
• Manage inbound service desk communications across chat, phone, and ticketing channels.
• Create and maintain a complete record of all customer interactions in the SNOC system of record.
• Tailor and refine the ServiceNow interface to support mission-specific workflows and templates.
• Monitor service queues and broadband telemetry to proactively identify degradation or outages.
• Escalate service interruptions or complex technical issues to engineering teams as needed.
• Deliver technical support for fielded systems, including end-user devices, network endpoints, and Kuiper terminals.
• Coordinate on-site support logistics in collaboration with remote field service personnel.
• Track and manage incidents, requests, and problem records using ITIL-aligned practices.
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.Security Clearance: This position requires that the candidate selected be a US Citizen and candidates must be able to obtain and maintain a US Government security clearance of TS/SCI.

- 2+ years of troubleshooting in a multi-user high availability environment experience
- 2+ years of PC repair, troubleshooting, deployment and liquidation experience
- 1+ years of IT client, server, and network service delivery experience
- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- 2+ years of supporting and maintaining a corporate network environment experience
- High school or equivalent diploma

- 2+ years of computer networking experience
- Experience supporting video conference and teleconference equipment
- Experience with AWS Console metrics and reporting