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DESCRIPTION

Are you passionate about driving change? AWS Enhanced Support Services (ES2) team is hiring a passionate, results-oriented Sr. Technical Program Manager (TPM) who will create a program to manage risk related to our critical incident communication and escalation processes.

As a TPM in ES2, you will lead a central program, partner with Engineers, product managers, business leaders to define, catalog, manage and eliminate risks within our businesses. These risks can manifest as process defects, tooling/product opportunities, blind spots, system bottlenecks, or capacity constraints. The Sr. TPM will chair a weekly Operational Risk Review meeting will review and prioritize action to eliminate risk, including partnering with development teams to correct existing mechanisms or build new ones. You will also own our customer facing RCA program, working with leaders to define the vision and execution of the program. You will develop and drive high-level strategic initiatives but will also be willing to roll up your sleeves, dive in, and get the job done.


Key job responsibilities
The right candidate is passionate about driving mission-critical programs with an ability to take large, complex problems/projects and break them down into manageable pieces. Ability to relay and accept feedback, operate with high judgement, and analyze ever-changing data will be required. Your ability to influence without explicit authority will be key to your success.

Additionally, every day will bring new and exciting challenges that include:
• Own and define a vision, roadmap and long-term direction for a risk management program for our Critical Incident Communication and Escalation Processes.
• Own and define a vision, roadmap and long-term direction for our customer facing RCA program.
• Work closely with internal stakeholders to insure that risks are well defined and measured.
• Identifying trends within our risk register which may change our business roadmaps.
• Advocate for internal stakeholders and customers and representing their voice.
• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
• Assist in the design and build of solutions that use automation and self-repair rather than relying on human intervention.
• Other duties as required by the organization, including occasional out of hours support.

A day in the life
A successful candidate will be highly analytical, resourceful, customer-focused, team oriented, and will have an ability to work independently under time constraints to meet deadlines The leader will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. The leader may have formal training in background in Kepner Tregoe, 5 Why’s, Six Sigma, ITIL, SCRUM.

About the team
The Enhanced Support Services (ES2) team is part of the broader AWS Support organization and is dedicated to managing large-scale customer impacting events, critical escalations, and customer facing operational communication.

In this role, you will be immersed within ES2/E2Ml, AWS Support Leadership and our stakeholders in Service Teams. You'll find coworkers who are eager to team up, collaborate, and solve problems together. You will also work directly with senior leadership within Amazon acting as the “voice of the customer” helping teams better balance and understand the needs of our customers.

About the team
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.