Amazon Principal Incident Manager Prime Video 

United States, Washington, Seattle 

948231076

Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports – including Amazon MGM Studios-produced series and movies; licensed fan favorites; and programming from Prime Video add-on subscriptions such as Apple TV+, Max, Crunchyroll and MGM+. All customers, regardless of whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store, and can enjoy even more content for free with ads.As a Prime Video technologist, you’ll have end-to-end ownership of the product, user experience, design, and technology required to deliver state-of-the-art experiences for our customers. You’ll get to work on projects that are fast-paced, challenging, and varied. You’ll also be able to experiment with new possibilities, take risks, and collaborate with remarkable people.This is a senior-level incident management role responsible for leading the incident response function for Prime Video's video-on-demand platform. The key responsibilities include:- Leveraging technical expertise to develop the vision for incident management tooling and capabilities to improve observability and triage.- Owning operational metrics and goals for incident response quality, and fostering a culture of continuous improvement.- Educating leaders and engineers on incident response best practices and capabilities.The ideal candidate has 10+ years of incident management experience, including incident response for a large-scale enterprise. They have strong technical, analytical, and communication skills to liaise effectively with engineering and executive teams.Key job responsibilities
Lead the Incident Response function. Ensure the globally distributed team is ready to respond 24x7. Actively mentor and develop the junior Incident Managers.Own operational metrics. Set clear, measurable, goals for the quality of incident response and establish mechanisms to drive continual improvement. Foster a culture of continuous improvement through mentoring, feedback and metricsEducate leaders and engineers across Prime Video on advances in incident response capabilities, the role they play in enabling improved incident response and how they can leverage READI tooling to reduce time to mitigate lower severity incidents.Communicate ideas effectively, both verbally and in writing, to all types of audiences.Perform other duties as required by the organization

- 10+ years experience in Incident Management
- Have owned operational and/or incident management for at least one large-scale enterprise.
- 3+ years of team lead / people management experience
- Bachelor Degree in Computer Science or related field
- Exceptional written and verbal communication skills including executive communications.
- Proven analytical skills identifying customer impacting issues
- Experience developing and implementing standard operating procedures and developing or driving development of the tools to support this
- Experience partnering with Engineering Teams
- Strong critical thinking. Problem Management expertise in identifying root cause and develop reporting to track mitigation status
- Excellent interpersonal and customer relationship skills
- Demonstrated skill and passion for operational excellence
- Development/scripting skills in at least one interpreted language (e.g. Java, Python) as well as shell
- Experience automating tasks through creation and maintenance of scripts and tools