Program Manager, NCC, Network Control Center

- Manage high-severity incidents (Sev1/Sev2) impacting Amazon CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal, and Security Operations teams to drive resolution - Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path - Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues - Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion - Provide regular, timely updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators - Dive deep into incident data, ident BASIC QUALIFICATIONS - 2+ years of program or project management experience - 3+ years of Computerized Maintenance Management System program experience - 3+ years of maintenance planner/scheduler in industrial maintenance, manufacturing, or distribution industries experience - 3+ years of advanced Microsoft Word and Excel experience - Bachelor's degree in relevant field, or 2+ years of Amazon RME (BB/3P) full time experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) PREFERRED QUALIFICATIONS - Knowledge of Lean principles and DMAIC methodology - Experience in MS Access and SQL - Experience in requirement gathering and ability to write clear and detailed requirement document - Experience using Microsoft Projects software - Experience with material handling systems (MHS) installation, operation and maintenance - Experience working in an analytical environment with cross-functional teams

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.