Command Centre Manager Job in Amazon

DESCRIPTION

The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. We are seeking a Program manager for our Global Command centre in managing small to large scale impacting incidents as well as driving operational excellence across the RCO organization. We are searching for best-in-class Incident Manager to help bolster our mission to prevent any and all impact to RCO Operations. RCO provides/delivers Seller Registrations & Compliance operational processes/services (24x7) to Amazon external Customers as well as different Amazon stakeholders including Registrations Compliance Services (RCS) and Seller Services.


The successful candidate will:

Define, implement and manage Global Command center function
Continuously monitor real time network performance and take actions to mitigate any risk to metrics and seller experience
Support the Workforce team in day-to-day operations by maintaining constant communication with site operations, senior leadership, technology teams on status of real time metrics
Manage and support resolution of high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and investigator experience.
Define and scope projects by working closely with internal teams and stakeholders to understand their needs and priorities
Create documentation for standard operating procedures with continuous review keeping them up to date
Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
Be a technology evangelist and use your deep knowledge to solve business problems
Comfortable in writing daily business review documents and preparing reports for Senior leadership

BASIC QUALIFICATIONS

A degree in Computer Science or a related field with minimum 2-3 years relevant experience in a large-scale technical operations environment.
Knowledge of current best practice frameworks (ITIL, COBIT), particularly incident, problem, and change management
Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers.
Confidence to drive and manage large conference calls potentially including senior level leadership.

PREFERRED QUALIFICATIONS

Strong interpersonal and communication skills with the ability to communicate effectively and professionally to a wide range of constituencies in a diverse environment.
Demonstrates excellent prioritization, time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Excellent troubleshooting skills and a commitment to document findings.
Demonstrates ability to analyze and utilize data to drive decision making.
Effective organizational skills to maintain a consistently high standard of operations in a busy environment.
Experience driving collaborative projects from conception to delivery.
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.