Program Manager, NCC, Network Control Center

- Manage high-severity incidents (Sev1/Sev2) impacting Amazon customers by coordinating with cross-functional teams such as Service Delivery, Product, Engineering, PR, and Legal 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 - Provide regular, timely incident updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators - Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership - Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams - Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation BASIC QUALIFICATIONS - Bachelor's degree or equivalent - 2+ years of program or project management 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 working in an analytical environment with cross-functional teams - Experience using Microsoft Projects software

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.