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Incident Management Specialist - Trust & Safety

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Amazon Web ServicesHerndon, VA
  • Amazon Web Services (AWS) is growing rapidly, and we are looking for an Incident Management Senior Program Manager for our Trust & Safety team.
  • AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS's customers, partners, and other stakeholders.
  • T&S engages with a variety of stakeholders to understand cloud infrastructure-related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS's customers, and develop guidelines and processes for responding to trust and safety issues.
  • Our team members display a solid understanding of AWS's cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.
  • The Incident Management Specialist will work with the Incident Management Senior Program Manager to handle large scale escalated issues, create internal and external processes for escalation handling, and perform postmortem analysis of escalations to determine and propose improvements to escalation management.
  • You will help to lead T&S efforts to raise the bar on safety by responding to varying levels of escalations.
  • You will be responsible for global coordination, quick response, and issue resolution for the range of matters T&S covers.
  • Your quick thinking and stakeholder management skills will be put to practical use to resolve escalations in a timely and appropriate manner.
  • The ideal candidate will understand the role of trust and safety in infrastructure, and have experience developing trust and safety escalation frameworks, performing escalation reviews, and recommending areas of improvement.
  • This is an inherently cross-functional role that requires close collaboration with T&S Operations counterparts, AWS services, and cross-functional partners.
  • Our team is dedicated to supporting new members.
  • We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship.
  • We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
  • Here at AWS, we embrace our differences.
  • We are committed to furthering our culture of inclusion.
  • We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.
  • We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.
  • Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
  • Our team puts a high value on work-life balance.
  • It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life.
  • We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.
  • We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
  • · You will work with internal and external stakeholders to investigate and resolve reported incidents across multiple services for AWS.
  • · Collaborate effectively with leadership and cross-functional partners to develop industry leading processes and standards.
  • · Investigate large scale escalated issues, and deep dive to identify the root cause of the problem.
  • You will work under occasionally high pressure and emergent situations to identify a problem, develop a solution, and provide an opinion on behalf of T&S to internal and external stakeholders.
  • · Incorporate available data to look around corners and identify areas for opportunity w/r/t potential escalated issues.
  • · Drive high-impact and highly cross-functional initiatives while simultaneously tracking a set of smaller projects.
  • · Demonstrated strong project management skills - driving goal setting and efficient performance.
  • · Evolve the team and assemble subject matter expertise to effectively manage large scale events.
  • · Lead incident reviews and ad hoc analyses to drive system and process improvements.
  • This role is supporting cloud computing customers of Amazon, so the individual will have to demonstrate a technology affinity to be successful.
  • Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
  • · 5+ years and subject matter expertise in trust and safety, privacy, public policy, or legal with an emphasis on the technology industry.
  • · 4+ years demonstrated experience handling escalated high profile and emergent issues, preferably in incident management or investigations.
  • · Proven stakeholder management skills.
  • · Ability to work effectively under high pressure, with strong interpersonal and communication skills to engage with cross-functional teams and leadership.
  • · Ability to translate incidents into a systematic improvements in systems and processes.
  • · Bachelor's Degree.
  • In lieu of a degree, additional years of hands-on experience may be substituted.
  • Advanced degree a plus.
  • · Previous experience working in trust and safety, investigations, compliance, or risk management
  • · Quantitative skills, data driven mindset, SQL or Excel skills a plus.
  • · Strong verbal and written communication skills.
  • · Comfort with communicating with various stakeholders.
  • · Good people management skills; comfort mentoring growing teams.
  • · Ability to project manage with emphasis on prioritization and multitasking; ability to adapt to a fast moving environment.
  • · Sound business judgment; strategic, and analytical capabilities.
  • AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems.
  • If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity.
  • Amazon is a committed to a diverse and inclusive workplace.
  • Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
  • For individuals with disabilities who would like to request an accommodation, please visit

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