Hiring: Senior Incident Manager, Prime Video Company: Prime Video & Amazon MGM Studios Location: Seattle, WA Job Posted Time: 2026-09-10 18:01:02 About the job Experience: •10+ years of incident management experience, including incident response for a large-scale enterprise. They have strong technical, analytical, and communication skills to liaise effectively with engineering and executive teams. Required Skills: •Prime Video is searching for a Senior Incident Manager. This senior-level incident management role is responsible for leading the incident response function for Prime Video's video-on-demand platform. The key responsibilities include: •Defining the strategy and operating model for the incident response team to minimize the duration and severity of customer-impacting incidents. •Leveraging technical expertise to develop the vision for incident management tooling and capabilities to improve observability and triage. •Owning operational metrics and goals for incident response quality, and fostering a culture of continuous improvement. •Directly managing high-severity incidents, coordinating cross-functional teams, and driving resolution for complex/ambiguous issues. •Serving as the point of escalation for critical customer issues, and building relationships with incident response teams across Amazon. •Educating leaders and engineers on incident response best practices and capabilities. •The ideal candidate has 10+ years of incident management experience, including incident response for a large-scale enterprise. They have strong technical, analytical, and communication skills to liaise effectively with engineering and executive teams. •Key job responsibilities •Define the strategy for the evolution of Prime Video’s response to video on demand impacting incidents. Establish the operating model for how the new, dedicated function will operate within Prime Video. •As a technical lead, leverage your domain expertise to, develop the vision for the incident response tooling and capabilities needed to minimise the duration of customer impacting incidents. Increase the scope of team-maintained dashboards. Influence the roadmaps of the engineering teams developing incident management, observability and triage tooling. •Lead the Incident Response function. Ensure the globally distributed team is ready to respond 24x7. Actively mentor and develop the junior Incident Managers. •Own operational metrics. Set clear, measurable, goals for the quality of incident response and establish mechanisms to drive continual improvement. Foster a culture of continuous improvement through mentoring, feedback and metrics •Lead incident response for high severity incidents. Drive towards resolution by co-ordinating efforts across multiple engineering and operational teams, including for ambiguous problems we might not have seen before. Decompose complex incidents into work streams that can be managed by multiple incident responders in parallel. Manage communications and be the single point of contact for executive leaders •Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!