Description

Amazon Information Technology Services (ITS) is seeking an experienced Incident Manager based in Dublin to join a 24x7 global support team responsible for coordinating timely restoration of business critical services. The ITS Incident Management Team acts as the escalation point for all large scale corporate and customer service system outages by coordinating with service owners and stakeholders, providing status updates to leadership and customers, performing escalations within and outside ITS, as well as other services putting customer experience at risk.

The ideal candidate will possess strong written and verbal communication skills, the ability to interact with leaders and customers at all levels of the organization, broad working knowledge of IT infrastructure and systems, ability to work flexible hours or participate in an on call rotation, and effectively manage competing priorities while operating in a high pressure fast paced environment.

We are open to hiring candidates to work out of one of the following locations:

Dublin, D, IRL

Basic Qualifications

• 7+ years of Incident Management experience triaging large scale enterprise system outages
• 3+ years experience with Change Management
• Manage multiple enterprise system issues impacting corporate site offices
• Intermediate skills with BI tools and data analysis
• Independently identifies and implements process improvements geared toward improving the user experience or organizational efficiencies
• Experience in systems and network administration
• Strong written and verbal communication skills
• Strong interpersonal and customer service skills
• Broad working knowledge of IT infrastructure
• Strong analytical and project management skills
• Ability to work non traditional work schedules including weekends
• Ability to manage competing priorities and operate under pressure
• Ability to adjust schedule based on business need. Including weekends and PM shifts
• Ability to travel up to 10%
  
  

Preferred Qualifications

• Bachelor’s degree in computer science, information systems or equivalent work experience
• 7+ years of IT Support experience triaging large-scale enterprise environment
• 5+ years experience with Change/Problem Management
• ITIL Foundations certification or experience
• Experience in systems and network administration
• Advanced skills working operational support and escalation tools (ServiceNow, Remedy, etc)
• Advanced skills with BI tools and data analysis
• Experience with any coding language (Python, Powershell, JavaScript)
• Experience with AWS services (Secrets Manager, Lamda, SNS/SQS, Aurora, RedShift)
• Experience with coding processes (Code Review, github, packaging, pipelines)
  
  

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).


Company - Amazon Ireland Support Services Limited

Job ID: A2386171