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 an Incident Manger to respond to and mitigate critical and high impact global events and escalations.

As an Incident Manager you will be responsible for:

• Identifying, containing, and resolving time sensitive escalations.
• Performing analysis of data from a variety of sources to identify possible risk indicators.
• Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation.
• Performing escalation trend analysis and reporting.
• Performing real-time incident handling tasks to support world-wide operations.
• Analyzing escalations from various sources within Amazon and determining possible root causes.
• Tracking and documenting incidents from initial detection through final resolution.
• Writing and publishing techniques, guidance, and reports on incident findings.
• Serving as technical expert and liaison to law enforcement and legal personnel and explain incident details
• Coordinating with analysts to correlate threat assessment data.
• Writing and publishing Correction of Error Reports and after action reviews.
• Monitoring external data sources to maintain currency of threat condition and determine which security issues may have an impact on POE operations.
• Presenting deep-dive documents and reports on policy and process gaps leading to senior executives.

An ideal candidate will be able to:

• Exercise strong judgment in areas where policies are not well defined.
• Understand the implications of new information for both current and future problem-solving and decision-making.
• Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action.
• Dissect complex problems to develop and evaluate options and implement solutions.
• Analyze existing policy and process gaps, and identify solutions to close them.
• Function effectively in a dynamic, fast-paced environment.

Basic qualifications

• 2+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

Preferred qualifications

- 1+ years of performance metrics, process improvement or lean techniques experience

Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.