Senior Manager, Leo Network Operations Center, Amazon Leo Customer Terminal

Amazon

Redmond, WA

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JOB DETAILS

SKILLS

Aerospace and Defense, Automation, Best Practices, Business Development, Business Strategy, Communications Protocols, Computer Science, Continuous Improvement, Cost Effectiveness Analysis, Cross-Functional, Customer Escalations, Customer Experience, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), DevOps, Documentation, Electrical Engineering, Health Maintenance, ITIL (IT Infrastructure Library), Improvement Metrics, Incident Management, Incident Response, Leadership, Management Strategy, Mentoring, Network Administration/Management, Network Architecture/Engineering, Network Design, Network Monitoring, Network Operations Center, Network Performance/Analysis, Network Protocols, Network Systems, On Call, Operational Support, Performance Analysis, Performance Metrics, Product Management, Product Support, Regulations, Resource Management, Routing Protocols, Satellite Communications, Security Equipment, Service Level Agreement (SLA), Strategic Planning, Succession Planning, System Operations, Systems Maintenance, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Lead/Manager, Technical Leadership, Technical Operations, Technical Support, United States Citizen, Willing to Travel

LOCATION

Redmond, WA

POSTED

30+ days ago

Description Amazon Leo is establishing a 24/7 Network Operations Center (NOC) to provide proactive monitoring and rapid incident response for Leo's satellite network service. We are seeking an experienced Senior Manager, Network Development to lead the creation, day-to-day operation, and scaling of this critical function supporting the Leo product. This role will lead a geographically distributed team of approximately 20 professionals across the United States and United Kingdom, responsible for developing, deploying, and operating the systems that maintain the health and performance of the Leo network service through continuous monitoring and expert-driven incident resolution. Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Key job responsibilities Strategic Management & Vision: - Coalesce larger vision for the Leo Network Operations Center, leading the team to evolve and create network monitoring and incident response products that are exemplary in terms of robustness, stability, scalability, and cost-effectiveness - Define and execute the business strategy for the NOC from inception through General Availability, managing product opportunities that are not yet fully defined - Proactively identify network outcome improvements, system gaps, and opportunities for operational excellence - Make strategic trade-offs balancing business opportunity, resources, and sustainability Network Systems Development & Operations: - Develop, deploy, and operate industry-changing network monitoring and incident response systems that support Leo's satellite network service - Design and implement scalable architectures for network health monitoring at spot level (groups of customer terminals) and regional aggregations - Drive automation opportunities and runbook development in collaboration with engineering teams Incident Management & Response: - Oversee continuous monitoring of network health at spot level (groups of customer terminals) and regional aggregations - Ensure rapid triage, documentation, and escalation of network-level outages and performance degradation - Coordinate with subject matter experts for complex incident resolution - Establish communication protocols and stakeholder notification procedures during active incidents Technical Operations & Tools: - Implement automated alarm systems for real-time spot-level outage detection - Drive automation opportunities and runbook development in collaboration with engineering teams Cross-Functional Collaboration: - Partner closely with Mission Operations, Customer Service Agents (CSAs), and Business Customer Experience (BCX) teams - Establish feedback loops for identifying automation opportunities and engineering improvements - Represent NOC operations in executive decision-making and business reviews Metrics & Continuous Improvement: - Define and track key performance indicators including time-to-detection and time-to-resolution - Conduct post-incident reviews to capture lessons learned and prevent recurrence Travel Requirements - 25-50% travel required between US and UK locations - Occasional travel to other operational sites as needed A day in the life The Senior Manager, Network Development regularly participates in business reviews at the network, regional, and sub-regional level, identifying themes and tackling key problem statements. You will coalesce the larger vision for network operations while leading your teams to develop and scale network monitoring and incident response solutions that are exemplary in robustness and cost-effectiveness. You'll proactively identify system gaps and opportunities, making strategic decisions about resource allocation and technical direction. You'll balance strategic planning with hands-on operational support, traveling between Redmond and London sites to provide mentorship and drive key initiatives. You'll handle critical escalations while building succession plans and creating opportunities for others to lead. You'll work closely with subject matter experts on complex incidents while building the processes, systems, and automation that enable the NOC to scale efficiently and deliver exceptional customer experience. Basic Qualifications - Experience handling large enterprise technical customer escalations - Experience managing technical/engineering teams in an operations environment - Experience leading multiple technical support or operational teams larger than 20 people - Experience establishing credibility quickly with senior level executives across organizations - Experience managing competing priorities across a wide range of stakeholders - Bachelor's degree in Computer Science, Electrical Engineering, Network Engineering, or equivalent relevant experience. - 10+ years of engineering or technical operations experience developing, deploying, and operating networks - 7+ years of network management experience in large-scale, mission-critical environments - 5+ years of engineering team management experience, including managing managers - Demonstrated ability to lead independently in ambiguous environments where product opportunities are not yet defined - Experience proactively identifying system gaps, network outcome improvements, and opportunities - Proven track record building and scaling 24/7 operations teams - Experience with network troubleshooting tools and protocols (TCP/IP, DNS, DHCP, routing protocols) Preferred Qualifications - Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity - Experience in aerospace, satellite systems, or mission-critical infrastructure operations - Experience managing geographically distributed teams across multiple time zones - Deep understanding of network operations center best practices and ITIL frameworks - Experience with observability platforms (Grafana, Prometheus, or similar) - Knowledge of incident management, on-call rotations, and escalation procedures - Strong background in performance metrics, SLA management, and operational excellence - Experience with automation and DevOps practices in operations environments - Understanding of satellite communication protocols and space-based networking. 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Redmond - 158,400.00 - 214,300.00 USD annually

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles