We are seeking a highly accomplished Principal Incident Commander / Director Incident Management to lead enterprise-wide response to critical incidents across complex, large-scale, and globally distributed infrastructure environments.

This role operates at the intersection of technology leadership, crisis management, and business continuity, requiring the ability to make high-stakes decisions, influence senior stakeholders, and drive rapid resolution during mission-critical outages.

The individual will serve as the ultimate authority during major incidents, ensuring minimal business disruption and long-term resilience.

Requirements Strategic Responsibilities Own and lead enterprise-level incident management strategy across global operations.

Act as the executive Incident Commander for P0/P1 incidents impacting business-critical systems.

Establish and drive incident governance frameworks, SLAs, and response protocols Lead cross-functional crisis response involving Network, Cloud, Infrastructure, Security, and Field Operations Influence and align with C-suite and senior leadership during high-impact incidents Drive business continuity and service resilience initiatives Operational Leadership Command and orchestrate war rooms and global bridge calls with multiple stakeholders Serve as the highest escalation point for critical outages and service disruptions.

Ensure rapid triage, containment, and resolution of incidents with minimal downtime Drive real-time decision-making under ambiguity and pressure Oversee post-incident reviews and enforce accountability across teams Technical Expertise Deep expertise in enterprise networking and distributed systems: BGP, OSPF, EIGRP, TCP/IP, QoS WAN, SD-WAN, Data Center architectures (Spine-Leaf) Strong understanding of: Load balancing, DNS, DHCP, Network Security Latency, packet loss, and performance optimization Familiarity with cloud platforms and hybrid infrastructure environments Ability to engage in hands-on technical triage when required Lead Root Cause Analysis (RCA) at an organizational level Drive preventive engineering, automation, and process maturity Establish a culture of proactive monitoring and early detection Enhance incident response playbooks, runbooks, and training programs Preferred Qualifications ITIL Expert / Advanced Incident Management certifications Exposure to Disaster Recovery (DR)



& Business Continuity Planning (BCP) Experience with automation, observability platforms, and AI-driven monitoring Track record of driving transformation in incident management practices 5 to 7 years of experience in Network Engineering, SRE, NOC, or Cloud Operations Proven experience handling enterprise-scale, high-impact incidents globally Prior experience in large enterprises / telecom / hyperscalers / global tech organizations Strong leadership presence with the ability to influence without authority Experience working in 24x7, mission-critical environments Benefits Health insurance coverage for employees and their families.

Retirement savings plan with employer matching contributions.

Opportunities for professional development and advancement within the organization.
Bachelor's degree
6+ years
KEY RESPONSIBILITIES: On a typical day, the employee will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operations teams.

Candidate must be forward-thinking with a high degree of customer service focus and excellent communication skills.

The Incident IT Call Leader serves as the liaison and escalation point to Field Operations and Field IT.

Your peers will be system and software support engineers working to ensure Fulfillment Center systems are healthy and available to meet customer demands.

In this role, you will have the opportunity to participate in solutions to business problems that are truly unique to Amazon.

This team is a global team, so strong communication skills are a must.

We value attention to detail, customer obsession, and the desire to always find and remove customers.





Basic qualifications 2+ years in Global Incident Management 2+ years of Problem Management experience 3+ years’ experience in a network-focused, hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments.

Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk.

Experience communicating cross-functionally and across all management levels.

Experience with project management Positive Exposure towards ticketing tools and integration Technical experience in one or more IT-related fields, including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management Detail-oriented, excellent analytical skills, and a strong team player who works well with an immediate and extended team and consistently puts the team above oneself.

Ability to work in and keep up with a fast-moving environment via effective prioritization and time management.

Experience working in virtualized enterprise networking environments Preferred qualification 5+ years in Global Incident Management 5+ years of Problem Management experience 5+ years’ experience in a network-focused, hands-on technical role working with IP routing protocols/technologies and platforms in large- scale data center and/or WAN network environments.

High Degree of ownership in all matters within IT infrastructure and root cause analysis Experience in high-severity triage, escalations, and issue management Experience in Ticketing tools and their functions Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture, and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.

Experience with one or more of the following: router, server load balancer, and firewall vendor platforms: Cisco or Juniper.

Experience in one or more of the following: Working in a Linux/Unix environment.

Possess Scripting skills or have a desire to learn them; specifically, Python, Perl, or Shell.

Demonstrated problem-solving ability Superior technical aptitude Proven ability to manage complex tasks Strong analytical skills

Required Skill Profession

Computer And Mathematical

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