Amazon - Manager - Incident Management

Manager, Incident Management

Exp : 5 - 8 Years 

Job description :

Amazon's Perfect Order Experience team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our team is looking for a Manager to design, build, implement, and sustain a workforce that will make smart and consequential decisions to help ensure our Customers- perfect order experience.

- The Manager for Incident Management will establish new and steer existing teams of Incident Specialists that are tasked with evaluating risks to the perfect order experience on Amazon.

- An ideal candidate will have a demonstrated record of success in managing teams, developing individuals, setting strategic vision for teams, and leading changes in processes and procedures to adjust to emerging trends and needs.

- The Manager for Incident Management should be skilled in setting metrics to measure and analyze team member's output and leveraging results to adjust and improve team deliverables.

Manager, for Incident Management Teams will be responsible for :

- Steering a team of specialists responsible for identifying and mitigating threats to a Customer's perfect order experience.

- Developing the goals and objectives for teams of specialists tasked to take on complex, high judgment decisions.

- Ensuring team is consistently meeting SLA targets and producing work at the expected quality.

- Reporting team performance metrics to leadership.

- Career development and skills of individuals in the team.

- Engaging with stakeholders and partner teams within the organization, and removing roadblocks to ensure on-time delivery.

- Assisting in hiring and developing the best specialists.

- Analyzing emerging trends to improve processes, products, and services of these teams.

- Ensuring ongoing education that improves specialist performance and development

- Managing the indexing, cataloguing, storage, and access of organizational knowledge.

Basic qualifications :

- 1-3 years of experience leading teams.

- 3+ years of experience in investigations, risk management, incident or crisis management, or program management, or escalation handling; perhaps experience working in industries such as law, compliance, or related fields.

- A proven track record of successfully delivering initiatives from conception through completion.

- Experience preparing documents and reports that identify findings and provide recommended remediation strategies and solutions.

- Bachelor's degree.

- Advanced working knowledge of MS Office (esp. MS Excel, Word).

- Strong communications skills and experience creating and editing content for internal and external audiences.

- Ability to think critically.

- Ability to function effectively in a dynamic, fast-paced environment.

Preferred qualifications:

- MBA from a reputed institute/Business Schools

- Demonstrated skill in the measuring and reporting of intellectual capital.

- Knowledge of the principal methods, procedures, and techniques of gathering information and producing, reporting, and sharing information.

- Knowledge of training and education principles and methods for curriculum design, teaching and instruction for individuals and groups, and the measurement of training and education effects.

- Experience promoting knowledge sharing between information owners and users.

- Experience working with geographically distributed teams within a complex international organization.

- Willingness to travel up to 20% of the time.

- Ability to lead through influence.

- Basic HTML and/or XML skills.