Program Manager, Office Infrastructure Excellence (OIE)

Amazon's Corporate Infrastructure Services (CIS) organization manages the full lifecycle of corporate office infrastructure, supporting hundreds of thousands of employees worldwide. We're looking for a Problem Manager to drive permanent fixes that make these services more reliable and reduce the need for support contacts.

Key job responsibilities

• Build and own the problem management program for corporate office IT infrastructure
• Analyze incident and contact data to identify systemic issues driving support volume
• Lead root cause analysis and drive corrective actions to closure
• Partner with engineering, operations, and vendor teams to deliver permanent fixes
• Track and report on metrics — particularly contact volume reduction and defect elimination
• Maintain known error documentation and workarounds for operational teams
• Drive continuous improvement of problem management processes and tooling
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