Technical Program Manager, Incident Detection and Response (IDR)
Technical Program Manager, Incident Detection and Response (IDR)
Posted on :
05-07-2025
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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 results-oriented Technical Program Manager (TPM) who will own programs to improve our critical incident management processes and technology which support the AWS Incident Detection and Response service.
As a TPM in ES2 you will lead various programs partner with Engineers product managers and business leaders to define manage and eliminate operational inefficiencies and risks within our service. These items can manifest as process defects tooling/product opportunities blind spots system bottlenecks or capacity constraints.
The TPM will review operational outputs to prioritize actions which improve incident management capabilities and customer experience. This is accomplished by partnering with product operations engineers/managers and development teams to improve existing mechanisms or build new ones. You will develop and drive high-level 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 mission-critical programs with an ability to take large complex problems/projects and break them down into manageable components. The ability to navigate ambiguity operate with high judgement and analyze ever-changing customer trends will be required. TPMs influence without authority and will be key to your success.
Everyday brings new and exciting challenges which include:
* Own and define the delivery and direction of various Incident Management and Customer Enablement programs.
* Work closely with internal stakeholders to insure that inefficiencies are well defined and measured.
* Identify trends within our operational processes and technology which may change our products roadmap.
* Advocate for internal stakeholders and customers by 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 self-repair and Generative AI 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 customer-focused team oriented and will have an ability to work independently under time constraints to meet deadlines. The TPM will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. The leader may have formal training and/or background in Kepner Tregoe 5 Whys Six Sigma ITIL Agile SCRUM.
About the team
The Enhanced Support Services (ES2) team is part of the broader AWS Support organization and is dedicated to managing customer impacting incidents and critical escalations.
In this role you will be immersed within ES2 E2M AWS Support Leadership and our stakeholders in AWS 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 AWS acting as the voice of the customer helping teams better balance and understand the needs of our customers.
AWS Trust and Safetys Risk and Response (R&R) team specializes in addressing large-scale high-impact security events. Operating across three key areas: Emergent Incident Response Threat Investigation and Disruption and Automated Abuse Detection/Mitigation. The team handles escalated issues from internal operations and cross-functional partners investigates abuse networks and develops automated detection systems. Combining Security Engineers Cloud Support Engineers/Incident Management specialists R&R works to identify investigate and mitigate abuse while developing long-term solutions to protect AWS infrastructure and customers.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred 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.
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.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led 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 knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve.
- 3 years of technical product or program management experience
- 2 years of software development experience
- 3 years of project management disciplines including scope schedule budget quality along with risk and critical path management experience
- Experience managing programs across cross functional teams building processes and coordinating release schedules
- 3 years of working directly with engineering teams 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 $114500/year in our lowest geographic market up to $197800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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 various programs partner with Engineers product managers and business leaders to define manage and eliminate operational inefficiencies and risks within our service. These items can manifest as process defects tooling/product opportunities blind spots system bottlenecks or capacity constraints.
The TPM will review operational outputs to prioritize actions which improve incident management capabilities and customer experience. This is accomplished by partnering with product operations engineers/managers and development teams to improve existing mechanisms or build new ones. You will develop and drive high-level 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 mission-critical programs with an ability to take large complex problems/projects and break them down into manageable components. The ability to navigate ambiguity operate with high judgement and analyze ever-changing customer trends will be required. TPMs influence without authority and will be key to your success.
Everyday brings new and exciting challenges which include:
* Own and define the delivery and direction of various Incident Management and Customer Enablement programs.
* Work closely with internal stakeholders to insure that inefficiencies are well defined and measured.
* Identify trends within our operational processes and technology which may change our products roadmap.
* Advocate for internal stakeholders and customers by 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 self-repair and Generative AI 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 customer-focused team oriented and will have an ability to work independently under time constraints to meet deadlines. The TPM will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. The leader may have formal training and/or background in Kepner Tregoe 5 Whys Six Sigma ITIL Agile SCRUM.
About the team
The Enhanced Support Services (ES2) team is part of the broader AWS Support organization and is dedicated to managing customer impacting incidents and critical escalations.
In this role you will be immersed within ES2 E2M AWS Support Leadership and our stakeholders in AWS 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 AWS acting as the voice of the customer helping teams better balance and understand the needs of our customers.
AWS Trust and Safetys Risk and Response (R&R) team specializes in addressing large-scale high-impact security events. Operating across three key areas: Emergent Incident Response Threat Investigation and Disruption and Automated Abuse Detection/Mitigation. The team handles escalated issues from internal operations and cross-functional partners investigates abuse networks and develops automated detection systems. Combining Security Engineers Cloud Support Engineers/Incident Management specialists R&R works to identify investigate and mitigate abuse while developing long-term solutions to protect AWS infrastructure and customers.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred 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.
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.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led 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 knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve.
- 3 years of technical product or program management experience
- 2 years of software development experience
- 3 years of project management disciplines including scope schedule budget quality along with risk and critical path management experience
- Experience managing programs across cross functional teams building processes and coordinating release schedules
- 3 years of working directly with engineering teams 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 $114500/year in our lowest geographic market up to $197800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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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