Technical Program Manager, Threat Detection and Incident Response Practice

Job summary
· Amazon Web Services (AWS) is seeking an experienced, self-directed Sr. Technical Program Manager to own customer engagement operations for our fast growing AWS Professional Services Threat Detection and Incident Response (TDIR) Practice. This includes building mechanisms and implementing scalable business processes to maintain a high quality bar for our resources, systems and data during customer support events globally.


AWS provides companies of all sizes with an infrastructure web services platform in the cloud (“cloud computing”). With AWS you can requisition compute power, storage, and many other services – gaining access to a suite of elastic IT infrastructure services as your business demands them. AWS is the pioneer and recognized leader in Cloud Computing. Millions of businesses in 150+ countries, from start-ups to Fortune 500 enterprises, across all industries including public sector, run their operations and applications on AWS. Many of these customers seek help from AWS Professional Services in their transition to a cloud-based IT operating model.

As the Sr. Technical Program manager, you will be responsible for driving customer engagement operations that raise the bar for how AWS Professional Services consultants interact with resources, systems, and data to optimize TDIR support engagements. The ideal candidate will possess a mix of consulting, business analysis, and process design experience. In this role, you will work cross-functionally, own large complex projects, and are committed to providing teams the tools and resources to follow AWS delivery best practices and continuously improve the over all quality to achieve customer business outcomes while minimizing company risk. The TDIR Practice has a culture that encourages innovation and we expect team members and management alike to take a high degree of ownership for their program vision and execution of ideas. You will be a positive influencer across diverse teams, be able to effectively rally support for your initiative, and be able to help technical teams create simple solutions to meet engagement delivery goals. You possess effective communication skills, can operate independently, and have a consistent track record of delivery. You are detail-oriented, and drive towards improved performance while advocating for customer needs.

Key Responsibilities:
· Define a vision, roadmap, and long-term direction for customer support engagements
· Able to synthesize data and analytics to formulate sound program objectives and goals
· Develop and manage projects from ideation through execution, including project scope, timeline, and project execution; coordinating remote work closely with field teams.
· Address bottlenecks, provide escalation management, anticipate and make tradeoffs and balance the business needs versus technical constraints
· Develop business metrics and KPIs to increase adoption and develop audit mechanisms (e.g., metrics, reporting, evaluation standards) to track and report on adoption.
· Provide consistent, executive-level reporting on project status and outcomes
· Demonstrate effective communication skills (both verbal and written) across all levels of the business.
· Influence senior leaders across AWS Professional Services, and communicate progress, changes, issues, and resolutions clearly to all stakeholders.

Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have thirteen employee-led affinity groups, reaching 85,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team puts a high value on work-life harmony. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here. We are a customer-obsessed organization—leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. As such, this is a customer facing role in a hybrid delivery model. Project engagements include remote delivery methods and onsite engagement that will include travel to customer locations as needed.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

This is a customer facing role. You will be required to travel to client locations and deliver professional services when needed.



BASIC QUALIFICATIONS
· BA/BS degree or equivalent experience
· 8+ years' experience in project/program management in a technical field.
· Experience developing and leading multi-team programs and initiatives.
· Experience solving problems leveraging data driven decision making.
PREFERRED QUALIFICATIONS
· Demonstrate strong communication skills across all levels of the business from technical partners to senior leadership.
· Technical expertise (design and/or implementation) in Cloud Computing technologies
· Aptitude for technology, able to learn new tools quickly
· Demonstrated experience with structured thinking to proactively recognize business challenges, map business process, gather business requirements, evaluate tools, develop roadmaps, devise/recommend solutions, and communicate complex ideas.
· Experience working with external and internal customers, partners and stakeholders to gather business requirements, develop program features and/or business process improvements and create technical designs.
· Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.
· Master’s Degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


For employees based in Colorado, this position starts at $122,300 per year. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

Basic Qualifications

· BA/BS degree or equivalent experience
· 8+ years' experience in project/program management in a technical field
· Experience developing and leading multi-team programs and initiatives.
· Experience solving problems leveraging data driven decision making.

Preferred Qualifications

· Demonstrate strong communication skills across all levels of the business from technical partners to senior leadership.
· Technical expertise (design and/or implementation) in Cloud Computing technologies
· Aptitude for technology, able to learn new tools quickly
· Demonstrated experience with structured thinking to proactively recognize business challenges, map business process, gather business requirements, evaluate tools, develop roadmaps, devise/recommend solutions, and communicate complex ideas.
· Experience working with external and internal customers, partners and stakeholders to gather business requirements, develop program features and/or business process improvements and create technical designs.
· Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.
· Master’s Degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


For employees based in Colorado, this position starts at $122,300 per year. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.





Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.