Incident Response - Technical Operations Manager - , Amazon Web Services in Sydney, Australia

Amazon Web services is seeking a qualified Incident Response Technical Operations manager, located in Sydney, Australia to lead our world class front-line TechOps team. As the Sydney-based Technical Operations manager, you will provide exceptional leadership & management needs for a staff of 8 team members. A love for operational excellence, working with new technologies and pushing the envelope on existing technology is required.


Performance Management/Team Health

You will own all facets of performance and career management for the team of nine. Regular one-on-one meetings with all team members are required. You will be expected to provide both technical and ‘soft skill’ mentoring in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions with senior-level engineers as well as day-to-day oversight of the team including scheduling of shifts.

Cross-Site, Cross-Team Coordination

You will be responsible for coordinating with your counterparts to ensure that a clear communication channel exists between AWS Operations teams. You will also work closely with Systems and Network product teams to create and maintain a proper process for transitioning operational responsibilities to the Technical Operations team. A portion of this process will include establishing both solid operational acceptance criteria and a concrete feedback loop for resolving deviations from that process.

Incident/Change Management

You will be the point of contact for enquiries regarding engagement processes and issues within the global Amazon platform during your team’s coverage. Responsibilities include delegation of emergent engagement issues to team members, driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the Amazon platform and customer base.

Recruiting and Hiring

You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with platform and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during on-site interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

Oncall Escalation

As a member of the Technology Operations management team, you will be expected to participate in an escalation oncall rotation for all related issues, including high-impact systems and network events. The manager is also expected to respond to critical issues regarding engagement and incident management on an as-needed basis.

  • Proficiency in LINUX and networking

  • Understanding of system design/ITIL

  • Candidates must have a high degree of organization and be very detail-oriented.

  • Must be able to interact and with and influence people at all levels.

  • Must possess excellent written and verbal communication skills and be able to interact well with peers and customers.

  • Must have the ability to contribute to and support long-term visions and direction regarding tier one and tier two systems and networking support initiatives at Amazon.

  • Experience in building and managing a team of strong technical people, and prior ownership of the operation of a mission-critical support team is crucial to success.

  • The successful candidate will have a proven track record of success in delivering complex projects, including coordinating and driving issues to resolution autonomously utilizing excellent project management skills.

  • Experience dealing with customers during problem resolution and operating under pressure.

  • Must be able to work in a rotational shift environment across including weekends and holidays.

  • Routine communication of status to senior management

  • SLA definition and refinement

  • Goal-setting for reduction and elimination of customer facing defects

  • Participation in post-mortem analysis, including ensuring a high quality bar for analysis and follow through of consequent action items

  • Passion and aptitude for data analysis

  • Experience with quantitative measurement and improvement

Amazon Web Services is hiring. For more information:


AMZR Req ID: 553702

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