Job Description
DESCRIPTION
Amazon Corporate Security’s (ACS) mission is to deliver a safe and secure workplace for all Amazonians. The Business Assurance Center (BAC) supports this mission by providing 24/7 global security operations center (GSOC) services to roughly 500k global corporate customers, serving as a single point of intake for corporate security issues worldwide.
The BAC is looking for a talented program manager to support our rapidly growing GSOC program. A successful candidate will have a strong track record of managing and building complex programs, defining and managing Key Performance Indicators (KPIs), and driving positive service relationships among a diverse group of stakeholders and customers. Success in this role will require flexibility, bias for action, and a wide range of technical and interpersonal skills. This role requires engagement across all levels of the program, both tactical and strategic. Time management and continuous task prioritization is crucial to delivering support services in this dynamic, fast paced environment.
Key job responsibilities
* Oversee the strategic development and implementation of the BAC’s incident response program.
* Oversee all aspects of the operational incident management process, including providing in-the-moment guidance when needed, serving as a senior point of contact for team members and stakeholders.
* Develop and implement mechanisms to establish and maintain service quality standards including training and exercises, quality control processes, and audit mechanisms.
* Develop and facilitate table top exercises.
* Define, implement, and track Key Performance Metrics (KPIs) and report on operational health data.
* Provide oversight and guidance, as an individual contributor, to a team of supervisors and line-level personnel.
* Manage Service Level Agreements (SLAs) to ensure consistent service delivery across multiple functional levels.
A day in the life
As the Incident Response Program Manager, you will own service delivery across a 24/7 team responsible for the daily security incident management work within the BAC. New hires must excel in program management with with a focus on driving quality results. You will serve as a senior point of contact for operational issues and escalations encountered by the response teams. You must obsess over our internal and external customers, triaging and responding to their security needs, and leveraging your outstanding verbal and written communication skills. Your work will focus equally on driving enhancements and contributing to the strategic development of the program.
About the team
Our team has a broad mix of experience levels and tenures, and are committed to building an environment that celebrates knowledge sharing and mentorship. Our senior members enjoy one-on-one mentoring. We care about your career growth as a passionate learner who is motivated to take on challenges.
Our team values work-life harmony. Availability for the GSOC’s 24/7/365 operation is imperative to maintaining proficiency in this role, and we understand that striking a healthy balance between your personal and professional life is crucial to your happiness and success at Amazon. We encourage members of the team to use personal time as needed to cultivate this balance and to promote a productive and well-balanced life— both in and outside of work.
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
BASIC QUALIFICATIONS
* Bachelor’s degree or equivalent experience.
* Five (5) years of operational program management experience in a high-volume, high-intensity environment such as a security operations center, call center, or crisis management/emergency response center.
* Exceptional verbal and written communication skills with an ability to remain calm, focused, and professional in high-stress situations.
* Exceptional writing skills to include drafting, editing, and publishing written products such as incident reports, messaging products, and security alerts.
* Demonstrated ability to quickly collect and analyze data necessary to brief leaders on important, time sensitive security issues.
* Demonstrated ability to identify areas of opportunity, driving service and quality enhancements across a program.
* Demonstrated experience investigating error, developing root cause analysis, reporting findings, and proposing solutions.
Job Tags
Permanent employment, Full time, Worldwide,