Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support

Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution Manage customer interactions across case management systems, email, chat, phone, and live bridge calls Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers, coordinating with Global Network Operations, Engineering, Field Ops, Product teams, and Legal/Compliance teams to resolve complex customer issues Act as the primary escalation point for customer issues within scope, including root cause analysis and customer-ready communications Provide clear, timely, and data-backed customer updates during outages or service-impacting eventsDrive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented for owned issues Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases Support enterprise pilots, phased launches, and customer cutovers by executing readiness plans and operational checklists Partner with Sales, Solutions Architects, and Product teams to support customer success and resolve complex operational blockers Act as the Voice of the Cust BASIC QUALIFICATIONS - Experience working nights, weekends, and extra hours as needed (may have global response ownership requiring open availability during scheduled on-call coverage) - 4+ years of experience in operations, technical support, service delivery or enterprise customer support roles. - Experience owning end-to-end customer issues, including on-boarding, steady-state operations, and incident resolution. - Experience using case management, ticketing, and incident management tools. PREFERRED QUALIFICATIONS - Experience supporting enterprise connectivity, telecom, satellite connectivity services. - Experience supporting pilots, phased launches, or large-scale customer deployments.

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.