• 5+ years of direct experience with cloud hosting technologies (AWS, Azure, etc.
• 5+ years experience managing an engineering team operating at scale.
• Deep understanding of infrastructure delivered through the software development lifecycle in an API-enabled environment – including agile development, software /patterns, and modern cloud services.
• Experience in implementing, supporting, and evaluating tools and services with a security, scalability, and performance mindset
• Ability to handle multiple competing priorities in a fast-paced environment
• Ability to interact with and influence people at all levels.
• Excellent written and verbal communication skills and ability to get ideas across to the team, peers and customers.

AWS Resilience owns service to prevent and response to availability and security issues for all AWS Services. In other words, we’re the people who keep the cloud running. We work on the most challenging problems, with constant new services and possible failure modes to prevent — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security and availability. You’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

AWS Incident Response is at the heart of the high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by driving large scale event and incident response. Our automated tooling quickly identifies the cause of an issue and helps mitigate its impact, and much of our engineer time is spent on projects to improve the tooling and automation. We also provide manual incident management for AWS and other Amazon groups, directing the resolution of an issue with service teams, and diving deep into those events to drive improvements to the tooling. It's an exciting time to join our team as we are growing and expanding our offerings.

As a System Development Manager on the team you will manage automated tooling roadmaps and delivery for the detection and resolution of issues within AWS and Amazon infrastructure. You will also spend a portion of your time ensuring your team efficiently directs the resolution of high visibility incidents in conference calls and global teams. Using data learned from those incidents you will drive further improvements into our automation, tooling, and processes so that the next event is shorter or avoided entirely. You will coordinate across project teams to expand use of our tooling to additional areas across Amazon. 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.

Key job responsibilities
Define and Deliver Business Priorities
You will be a key contributor and owner of the direction of the global AWS Incident Response team. You will define, plan, track and deliver on strategic goals for the team, while ensuring that the team remains unblocked and focused.

Cross-Site, Cross-Team Coordination
You will be responsible for coordinating with your counterparts to ensure that a clear communication channel exists between AWS Operations teams. You will also work closely with systems and product teams to create and maintain a proper processes for monitoring and alarming on services. A portion of this process will include establishing both solid operational acceptance criteria and a concrete feedback loop for resolving deviations from that process.

Incident/Change Management
You will be the point of contact for inquiries regarding engagement processes and issues within the global Amazon platform during your team’s coverage. Responsibilities include delegation of emergent engagement issues to team members, driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS Services and customer base.

Performance Management/Team Health
You will own all facets of performance and career management for the team.

• Strong understanding of fundamental operational best practices such as monitoring, alerting, deployment and change policies (ITIL a plus)
• Experience running agile frameworks or other workflow methodologies in an Dev Ops setting.
• Experience dealing with customers during issue resolution and operating under pressure.
• Routine communication of status to senior management
• SLA definition and refinement
• Goal-setting for reduction and elimination of customer facing defects
• Leading post-mortem analysis, including ensuring a high quality bar for analysis and follow through of consequent action items

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.