Operations Manager – Incident Detection & Response

About the role

Amazon Web Services (AWS) is seeking an Operations Manager to lead its Incident Detection and Response (IDR) team. You will oversee a global group of Incident Management Engineers, ensuring rapid response to critical alarms and continuous improvement of service delivery for enterprise customers.

Key responsibilities

• Lead and develop a high‑performing team of Incident Management Engineers across multiple regions.
• Drive operational excellence and enhance customer experience through data‑driven decision making.
• Design and implement scalable processes and mechanisms for incident management.
• Collaborate with senior stakeholders to improve service delivery and customer outcomes.
• Partner with AWS service teams to represent the voice of the customer and influence product improvements.
• Manage critical incidents and escalations for enterprise customers.
• Own recruitment, development, and retention strategies for the IDR team.

Required profile

• Proven experience leading global technical teams, preferably in incident management or cloud operations.
• Strong analytical mindset with a focus on data‑driven improvements.
• Excellent stakeholder management and communication skills.
• Ability to design and operationalize scalable processes.

Required skills

• AWS
• Incident Management
• Cloud technologies

What we offer

• Opportunity to work on mission‑critical workloads for enterprise customers.
• Access to AWS’s extensive learning and mentorship resources.
• Inclusive and diverse team culture.