Escalations and Incidents Operations Manager, Amazon Leo Enterprise Customer Support

Escalations and Incidents Operations Manager, Amazon Leo Enterprise Customer SupportAmazon Leo is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.We are seeking an experienced Support Engineering Manager to lead our escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major network incidents. The ideal candidate will build and lead a high‑performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction.As the Escalations & Incident Management Operations lead, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You’ll work closely with cross‑functional teams including Engineering and Product to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements.This position demands strong technical acumen, leadership skills, and the ability to make critical decisions impacting customer endpoints.Success in this role requires a leader who can thrive in a fast‑paced environment, demonstrate technical expertise in satellite communications, and maintain composure during critical incidents. You’ll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.Note: This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.Key job responsibilitiesLead and develop a team handling high‑severity technical escalations and major incidentsEstablish and maintain escalation matrices, incident response protocols, and resolution SLAsDrive root cause analysis for critical incidents and implement preventive measuresOversee incident communication processes and stakeholder managementCollaborate with NOC, Engineering, and Product teams to resolve complex technical issuesManage incident response team capacity and skill developmentEnsure timely resolution of escalated issues and high customer satisfactionDevelop and maintain incident management playbooks and proceduresRole requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on‑call rotation for critical escalations outside regular business hoursMust coordinate coverage across multiple time zones and be available for major incident management during off‑hours, ensuring continuous support and balanced workload distribution across all shiftsBasic Qualifications5+ years of managing with a track record of success experience7+ years of engineering team management in a fast‑paced operations environment experienceExperience as a manager with a track record of successExperience in engineering teams management in a fast‑paced operations environmentExperience managing IT environments on behalf of customersPreferred QualificationsBachelor's degree in Engineering, Computer Science, or a related technical fieldMaster of Business AdministrationExperience driving projects to improve operations and support‑related processesExperience handling large enterprise technical customer escalationsExperience in AWS servicesExperience in project and program management and delivering key business outcomesOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Posted: November 13, 2025 (Updated about 19 hours ago)Posted: December 10, 2025 (Updated 2 days ago)Posted: December 10, 2025 (Updated 2 days ago)Posted: December 9, 2025 (Updated 2 days ago)Posted: September 11, 2025 (Updated 3 days ago)Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-18808-Ljbffr