Principal TPM - ES2 Problem Mgmt Enhanced Support Services ES2
Principal TPM - ES2 Problem Mgmt Enhanced Support Services ES2
Posted on :
01-05-2025
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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 Sr. Technical Program Manager (TPM) who will create a program to manage risk related to our critical incident communication and escalation processes.
As a TPM in ES2 you will lead a central program partner with Engineers product managers business leaders to define catalog manage and eliminate risks within our businesses. These risks can manifest as process defects tooling/product opportunities blind spots system bottlenecks or capacity constraints. The Sr. TPM will chair a weekly Operational Risk Review meeting will review and prioritize action to eliminate risk including partnering with development teams to correct existing mechanisms or build new ones. You will also own our customer facing RCA program working with leaders to define the vision and of the program. You will develop and drive highlevel strategic initiatives but will also be willing to roll up your sleeves dive in and get the job done.
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 judgement 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 risk management program for our Critical Incident Communication and Escalation Processes.
Own and define a vision roadmap and longterm direction for our customer facing RCA program.
Work closely with internal stakeholders to insure that risks are well defined and measured.
Identifying trends within our risk register which may change our business roadmaps.
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 automation and selfrepair rather than relying on human intervention.
Other duties as required by the organization including occasional out of hours support.
A day in the life
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 training in background in Kepner Tregoe 5 Whys Six Sigma ITIL SCRUM.
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/E2Ml 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
Experience managing projects across cross functional teams building sustainable processes and coordinating release schedules
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.
As a TPM in ES2 you will lead a central program partner with Engineers product managers business leaders to define catalog manage and eliminate risks within our businesses. These risks can manifest as process defects tooling/product opportunities blind spots system bottlenecks or capacity constraints. The Sr. TPM will chair a weekly Operational Risk Review meeting will review and prioritize action to eliminate risk including partnering with development teams to correct existing mechanisms or build new ones. You will also own our customer facing RCA program working with leaders to define the vision and of the program. You will develop and drive highlevel strategic initiatives but will also be willing to roll up your sleeves dive in and get the job done.
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 judgement 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 risk management program for our Critical Incident Communication and Escalation Processes.
Own and define a vision roadmap and longterm direction for our customer facing RCA program.
Work closely with internal stakeholders to insure that risks are well defined and measured.
Identifying trends within our risk register which may change our business roadmaps.
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 automation and selfrepair rather than relying on human intervention.
Other duties as required by the organization including occasional out of hours support.
A day in the life
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 training in background in Kepner Tregoe 5 Whys Six Sigma ITIL SCRUM.
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/E2Ml 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
Experience managing projects across cross functional teams building sustainable processes and coordinating release schedules
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:
Staff IC
Employment Type
Full-Time
Key Skills
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