Who we are
The Corporate Infrastructure Services team (CIS) is part of the IT Services organization that supports all Amazonians at corporate offices. CIS designs, plan, builds, maintains and deprecates the infrastructure in all corporate offices worldwide. This includes running Amazon’s corporate campus & building infrastructure worldwide. Everything from deploying and maintaining the wired and wireless networking to Printers, to the Meeting Experience in our conference rooms. Where there’s technology at play in these buildings, CIS is responsible for the customer experience and measuring the end-to-end performance. We are passionate about ensuring our customers receive world class IT Services and making sure they have the best possible experience while working from the office.
What is the role
The ideal candidate will be an experienced Escalation Manager who has worked in IT Operations or Infrastructure team as part of a large global organization. They have managed infrastructure services such as to print (devices and software), networks (LAN, WAN, Wireless) and meeting rooms (e.g., audio visual, video conferencing, teams, slack, etc.). Are familiar with the lifecycle (design, build, deploy, maintain, improve and deprecate) of services and infrastructure. You should have experience working globally, across teams and business functions. Experience partnering with service owners to establish mechanisms to manage escalations using ITIL service management best practices to drive accountability. As the Escalation Manager for IT Infrastructure, you will play a crucial role in ensuring the smooth and uninterrupted operation of our organization’s IT infrastructure. This role requires a deep understanding of IT systems and a strong focus on incident management, resolution, and proactive communication during and post escalation. If you’ve been looking for an opportunity to drive global impact, and truly help influence our infrastructure experience, this is the role for you! We’re a growing organization and we want you to help take us to the next level.
Key job responsibilities
What will you do
As the Infrastructure Escalation Manager, you will serve as the point of contact for escalated IT infrastructure issues, taking ownership of these incidents and driving them to resolution within defined SLAs. You will collaborate with technical teams to analyze and understand the root cause of escalated issues, providing insights to facilitate quicker problem resolution and preventative measures. You will maintain clear and timely communication with stakeholders, including senior management, to provide updates on the status and resolution progress of escalated incidents. You will ensure that all escalated incidents are resolved within established Service Level Agreements (SLAs), and escalate further if necessary to meet these targets. You will maintain comprehensive incident records, documentation, and post-incident reports, enabling future analysis and improvements. You will collaborate with IT teams, vendors, and external partners to facilitate incident resolution, including on-call support teams and third-party service providers. As we obsess over our customers and you will strive for the best possible experience when resolving escalations. This requires you to establish root cause, track actions to avoid recurrences and provide regular updates on outstanding actions. This role will assess the current incident response and ticket handling practices while also establishing escalation paths. You will be responsible for defining the KPIs and measuring escalation performance. You will establish mechanisms to share gaps with service owners and influence the prioritization of delivery. This role requires customer obsession and bias for action as the core principles. This role’s scope is global across all Amazon corporate infrastructure.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
• Bachelor degree in a Computer Science, Information Technology or equivalent professional experience
• 7+ years’ experience in IT infrastructure management, incident management, or a related field
• 7+ years’ experience with ITL V3/4 or Service Management best practices
• 5+ years’ experience working with corporate infrastructure and / or operations
• Strong technical knowledge of IT systems, network, and infrastructure components
• Excellent problem-solving, critical-thinking skills and ability to determine root cause
• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment
• Exceptional communication and interpersonal skills
• Able to communicate technical information to non-technical stakeholders
• Availability for on-call duty and flexibility in working hours.
PREFERRED QUALIFICATIONS
• ITL v3/4 Practitioner
• PMP Certification or equivalent
• Major Incident management experience
• Experience with ServiceNow and analytic tools such as Quicksight and Tableau
• A passion for delivering results and building trust with internal and external stakeholders.
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/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,900/year in our lowest geographic market up to $231,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.