Incident Manager - Perfect Order Experience Team

About the Role

Join Amazon's Perfect Order Experience (POE) team dedicated to ensuring customers receive authentic products in the expected condition and functionality. This team develops policies, tools, and technological innovations to safeguard the buying process.

Key Responsibilities

• Detect, isolate, and resolve urgent escalations with critical business impact.
• Analyze diverse data sources to recognize potential risks.
• Conduct incident triage to assess scope, urgency, and impact, identify vulnerabilities, and recommend swift remediation measures.
• Analyze escalation trends and prepare comprehensive reports.
• Manage real-time incident response to support global operations.
• Investigate root causes of incidents from multiple Amazon sources.
• Maintain detailed tracking and documentation from incident detection until resolution.
• Create and disseminate reports, guidance, and techniques based on incident findings.
• Serve as a technical expert liaising with law enforcement and legal teams, explaining incident details.
• Coordinate with analysts to consolidate threat assessment data.
• Author Correction of Error Reports and conduct after-action reviews.
• Monitor external intelligence sources to stay updated on threats impacting POE operations.
• Present in-depth documents on policy and process gaps to senior leadership.

Candidate Profile

• Exhibit sound judgment especially in ambiguous policy contexts.
• Interpret new information to inform current and future decisions effectively.
• Evaluate pros and cons of potential actions to select optimal solutions.
• Utilize logical reasoning to identify strengths and weaknesses of alternatives and recommend appropriate courses of action.
• Break down complex problems to devise and apply practical solutions.
• Analyze and identify solutions for policy and process deficiencies.
• Adapt swiftly and work efficiently in a dynamic, fast-paced environment.

Qualifications

• Minimum two years of experience managing employees and performance.
• Bachelor's degree or equivalent, alternatively a minimum of two years as an Amazon full-time employee.
• Preferred: At least one year experience in performance metrics, process improvement, or lean methodologies.

Additional Information

Amazon is committed to an inclusive culture enabling all employees to perform at their best. Candidates needing accommodations during application or hiring—including interview or onboarding support—are encouraged to contact recruiting partners for assistance.

Company Details

Company: ASSPL - Haryana

Job ID: A10473589