Key job responsibilities
Triage incoming Incidents related to office infrastructure within the defined target times, using judgment to determine if an incident requires troubleshooting, or routing to a service manager team.
Correlate concurrent Incidents that are related to a common root cause, and aggregate them into a single parent incident.
Effectively use runbook and judgement to determine the scope and severity of an incident, and involve stakeholder teams as necessary.
Effectively communicate regarding office infrastructure health trends as they happen, but also for weekly, monthly and quarterly business reviews.
Ability to spot potential improvements to existing processes and procedures. Advocate for an ever improving in office customer experience.
About The Team
Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems. Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure down time. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross-functional teams or higher tiers of support, following a 24/7/365 follow-the-sun model.
Basic Qualifications
Preferred Qualifications
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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.
Company – Amazon UK Services Ltd. – A10
Job ID: A10416497
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