Principal Technical Program Manager - AWS Critical Incident Command AWS Support ES2
Principal Technical Program Manager - AWS Critical Incident Command AWS Support ES2
Posted on :
27-04-2025
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1 Vacancy
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Job Description
Are you passionate about driving change AWS Enhanced Support Services (ES2 team is hiring a passionate resultsoriented Principal Technical Program Manager (TPM) who will create a program to define and own our internal communications strategy related to our critical incident escalation and communications processes. As a TPM in ES2 you will lead a central program owning and defining our companywide incident management and critical customer communications program. You will partner with business leaders (your customers) to understand their requirements in relation to critical incidents and customer escalations partnering with builder teams to create scalable long term mechanisms to get customers the help they need in the moments that matter.
Key job responsibilities
The right candidate is passionate about driving missioncritical programs with an ability to take large complex problems/projects and break them down into manageable pieces. Ability to relay and accept feedback operate with high judgment and analyze everchanging data will be required. Your ability to influence without explicit authority will be key to your success.
Additionally every day will bring new and exciting challenges that include:
* Own and define a vision roadmap and longterm direction for a managing critical events with external customers at scale
* Own and define a vision roadmap and longterm direction for our companywide posture and response mechanisms for service impairments
* Work closely with internal stakeholders to insure that internal communications mechanisms evolve to meet the changing landscape.
* Advocate for internal stakeholders and customers and representing their voice.
* Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
* Assist in the design and build of solutions that use are fault tolerant and scalable.
* Other duties as required by the organization including occasional out of hours support A successful candidate will be highly analytical resourceful customerfocused team oriented and will have an ability to work independently under time constraints to meet deadlines The leader will have a proven track record in taking on endtoend ownership and successfully delivering results in a fastpaced and dynamic business environment. The leader may have formal a formal background in communications management public relations and or software development.
About the team
The Enhanced Support Services (ES2 team is part of the broader AWS Support organization and is dedicated to managing largescale customer impacting events critical escalations and customer facing operational communication. In this role you will be immersed within ES2/E2M AWS Support Leadership and our stakeholders in Service Teams. Youll find coworkers who are eager to team up collaborate and solve problems together. You will also work directly with senior leadership within Amazon acting as the voice of the customer helping teams better balance and understand the needs of our customers.
About the team
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
7 years of technical product or program management experience
10 years of working directly with engineering teams experience
5 years of software development experience
Experience managing programs across cross functional teams building processes and coordinating release schedules
8 years of handson work managing complex technology projects experience
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $159300/year in our lowest geographic market up to $275300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Key job responsibilities
The right candidate is passionate about driving missioncritical programs with an ability to take large complex problems/projects and break them down into manageable pieces. Ability to relay and accept feedback operate with high judgment and analyze everchanging data will be required. Your ability to influence without explicit authority will be key to your success.
Additionally every day will bring new and exciting challenges that include:
* Own and define a vision roadmap and longterm direction for a managing critical events with external customers at scale
* Own and define a vision roadmap and longterm direction for our companywide posture and response mechanisms for service impairments
* Work closely with internal stakeholders to insure that internal communications mechanisms evolve to meet the changing landscape.
* Advocate for internal stakeholders and customers and representing their voice.
* Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
* Assist in the design and build of solutions that use are fault tolerant and scalable.
* Other duties as required by the organization including occasional out of hours support A successful candidate will be highly analytical resourceful customerfocused team oriented and will have an ability to work independently under time constraints to meet deadlines The leader will have a proven track record in taking on endtoend ownership and successfully delivering results in a fastpaced and dynamic business environment. The leader may have formal a formal background in communications management public relations and or software development.
About the team
The Enhanced Support Services (ES2 team is part of the broader AWS Support organization and is dedicated to managing largescale customer impacting events critical escalations and customer facing operational communication. In this role you will be immersed within ES2/E2M AWS Support Leadership and our stakeholders in Service Teams. Youll find coworkers who are eager to team up collaborate and solve problems together. You will also work directly with senior leadership within Amazon acting as the voice of the customer helping teams better balance and understand the needs of our customers.
About the team
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
7 years of technical product or program management experience
10 years of working directly with engineering teams experience
5 years of software development experience
Experience managing programs across cross functional teams building processes and coordinating release schedules
8 years of handson work managing complex technology projects experience
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $159300/year in our lowest geographic market up to $275300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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