Global Escalation Management Leader

Job Type:Full Time
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Global Escalation Management Lead

As an increasing number of large enterprises move their critical systems to the cloud, we are in need of highly capable technical leaders to help our largest customers navigate the operational challenges of cloud computing. You will work one-on-one with our top-tier customers helping them solve their most complex challenges.

In this role, you will have the opportunity to work directly with GM, VP and CEO levels within Amazon Web Services to ensure the most complex customer challenges are resolved. You must be able to dive deep into complex situations to represent the customer’s environment and drive the discussions and positive outcomes with senior AWS personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud.

As Global Escalation Management Leader, you will lead an team of Senior Escalation Managers and Principal Technical Account Managers helping to document, review, and oversee resolution of business critical situation. You will leverage your broad experience to proactively plan our customers to ensure they are successful for the world’s largest events e.g., product launches, game launches, the World Cup and the Olympics. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers.

Every day will bring new and exciting challenges on the job while you:

  • Champion and advocate for Enterprise customers within Amazon Web Services (be their voice)
  • Develop the team responsible for solving technical issues and working directly with AWS VPs and GMs to ensure complex customer issues are resolved as expediently as possible
  • Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
  • Help Enterprise customers define IT and business processes that work well with cloud deployments
  • Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
  • Analyze and present operational reviews to customer leadership
  • Engage as part of the Enterprise Support Leadership Teams


Basic qualifications

  • 10+ years design/implementation/operations/support/consulting experience with distributed applications
  • 5+ years as a Manager of Managers in IT or Business Leader of Consulting/Support teams
  • Experience building and managing teams
  • Experience managing large scale environments including escalations, incident, problem, and service availability
  • Customer-facing C-Level experience
  • Travel to client locations as needed
  • Experience across several of the following areas: Operations Management, Team Leadership, Staff Development
  • Excellent level written English


Preferred qualifications:

  • Exceptional customer focus and bias for action
  • Candidates must have excellent oral and written communication skills
  • Presentation skills; high degree of comfort with both large and small audiences
  • High level of comfort communicating effectively across internal and external organizations
  • Demonstrated ability to adapt to new technologies and learn quickly
  • Experience working directly with Enterprise customers
  • Experience with AWS service offerings
  • Technical Program Management experience
  • Ability to manage multiple tasks and projects in a fast-moving environment
  • Strong written communication skills; this role will require the creation of content such as whitepapers and other written deliverables
  • Large scale and highly distributed environments
  • Computer Science or Math background highly desired; working knowledge of software development practices and technologies highly desired