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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 own programs to improve our critical incident management processes and technology which support the AWS Incident Detection and Response service.

As a TPM in ES2, you will lead various programs, partner with Engineers, product managers, and business leaders to define, catalog, manage and eliminate operational inefficiencies within our service. Inefficiencies can manifest as process defects, tooling/product opportunities, blind spots, system bottlenecks, or capacity constraints.

The Sr. TPM will review operational outputs to prioritize actions which eliminate operational inefficiencies; improving incident management capabilities and customer experience. This is accomplished by partnering with product, operational engineers/managers, and development teams to correct existing mechanisms or build new ones. 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 components. The ability to navigate ambiguity, operate with high judgement and analyze ever-changing data will be required. TPMs influence without authority and will be key to your success.

Everyday brings new and exciting challenges which include:

* Own and define the delivery and direction of various Incident Management and Customer Enablement programs.
* Work closely with internal stakeholders to insure that inefficiencies are well defined and measured.
* Identify trends within our operational processes and technology which may change our product’s roadmap.
* Advocate for internal stakeholders and customers by 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 customer impacting incidents, critical escalations, and customer facing operational communication.

In this role, you will be immersed within ES2, E2M, AWS Support Leadership and our stakeholders in AWS 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 AWS acting as the “voice of the customer” helping teams better balance and understand the needs of our customers.

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.

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.

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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.