Principal TPM - Stores Technical Operations, CTOS

Description Amazon Central Technical Operations Services (CTOS) is the first line of defense for maintaining high availability for the Amazon Retail Website. We make customer impacting events shorter, less frequent, and less severe, by providing large scale event and incident management. The Amazon Retail Website has hundreds of millions of customers globally who can be impacted by these types of incidents; the work we do to mitigate them helps real people at a tremendous scale. Our tooling automation quickly identifies the cause of an issue and helps mitigate the impact, and much of our engineers time is spent on projects to improve the tooling, automation, and processes to avoid future occurrences. We direct the resolution of an issue to the relevant service teams, and dive deep into those events retrospectively to drive improvements to our process. It's an exciting time to join our team as we are rapidly growing and expanding our offerings globally. As a Principal TPM you will help shape and drive incident management and response programs, including tooling and engineering efforts for the worldwide Amazon retail websites and internal corporate services. You will create multi-year programs that drive engineering best practices in incident management across multiple organizations and service teams, resulting in best-in-class customer experiences. Using data and insights learned from incidents you will drive further improvements into our automation, tooling, and processes so that future events are shorter, less severe, or avoided entirely. You will participate and lead project teams to expand use of our tooling to additional areas across Amazon. This position is part of a globally distributed team of 40+ engineers across Austin, Dublin, and Sydney providing 24x7 Incident Management Services. If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join. Basic Qualifications - 7+ years of technical product or program management experience - 5+ years of software development experience - Experience managing programs across cross functional teams, building processes and coordinating release schedules - 7+ years incident management experience - Excellent oral and written communication skills with both technical, non-technical and senior stakeholders - 7+ years of experience using data to make priority decisions, create initiatives from scoping through production launch - Ability to identify and solve ambiguous problems in short timeframes by using experiments and data Preferred Qualifications - 8+ years of hands-on work managing complex technology projects experience - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules - Experience with Site Reliability Engineering (SRE) concepts, practices - Experience with statistical analysis and machine learning - Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership - Bachelor's degree in Computer Science, a related technical field OR equivalent training and industry experience - Incident and Program Management Certifications (ITIL, PMP) OR demonstrated industry experience 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 $159,300/year in our lowest geographic market up to $275,300/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.