Critical Incident Manager Salary in Bangalore - PayScale

BASIC QUALIFICATIONS• Bachelors degree in a Computer Science related field or related experience • 2+ years of experience in a Trust and Safety or similar environment working with issues related to online abuse. • Understanding of Internet security concepts and vulnerabilities. • Demonstrated success in resolving complex technical escalations and cause of error post mortem creation • Customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience • Proficient in MS Office suite including Word, Outlook, and ExcelDESCRIPTIONAWS Trust & Safety Abuse Investigation & Prevention Team is a global team that focuses on scenarios where AWS hosted resources negatively impact third party on the Internet. The team is key in maintaining the reputation of AWS's IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams.Our environment is fast-paced and requires someone who is flexible, biased for action, detail-oriented, holds high personal standards, and is comfortable tracking multiple threads across many teams. This is an inherently cross-functional role that requires close collaboration with multiple teams across the organization to develop scalable and sustainable solutions.As an AWS Trust and Safety Specialist I, you'll engage with complex customers, providing SME (Subject Matter Expert) advice, escalation support and deep dive analysis. You will use your expertise to identify continuous improvement opportunities, program manage Enterprise offerings, and leverage the Voice of the Customer to drive global strategic solutions. You will tackle the most impactful issues to drive scalable and long-term solutions that protect and mitigate abuse. You will facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account Managers (TAM's), Sales, and Solution Architects. As one of the most technically proficient members of the team, you will also act in a mentor capacity whenever possible helping to ensure the continued growth and success of the AWS Trust and Safety team.Key job responsibilities• You will work with internal and external stakeholders to investigate, identify root-causes of operational issues and process inefficiencies for AWS• Investigate escalated abuse issues, and deep dive to identify the root cause of the problem. You will occasionally work under high pressure in arising situations to identify a problem, develop a solution, and provide expertise on behalf of T&S for internal and external stakeholders• Help to influence leadership decisions regarding company policy, emerging trends and detection and response policies across customer segments for abuse issues• Drive high-impact and highly cross-functional initiatives while simultaneously tracking a set of smaller projects• Drive project facilitation and goal setting for T&S improvement programs• Evolve the team and mentor T&S to effectively mitigate large scale abuse events• Ability to work weekends and/or evenings as needed• Lead incident/problem reviews and ad hoc analyses to identify gaps and influence system and process improvements• Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/)• Own escalated AWS customer issues• Quickly assess customer issues in order to provide accurate support• Act as a high-judgement decision maker for escalated situations where there may be no established SOP• Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support• Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps• Investigate the details of abuse reports and develop processes and responses to help resolve the issue• Be able to work independently, while knowing how/when to handle or escalate critical customer issues• Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience• Assist with customer communications and support during AWS critical events• Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance• Drive projects that improve support-related functions and processes• Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creationAbout the teamDiverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career GrowthWe're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, INDPREFERRED QUALIFICATIONS• Excellent oral and written communication skills • Strong technical support ability and aptitude regarding Abuse/Security practices • Must be willing and able to participate in an on-call rotation for emergent abuse-related situations. • Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience • Strong fluency with Web Technologies and the Internet • Working knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing • SQL and/or other relational database experience • Knowledge of both Windows and Linux/Unix OS• Experience with Amazon Web Services products and features or Cloud Computing technologiesSalary: . Date posted: 04/04/2024 09:30 AM

We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose:driven and future:focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply nowWhat youll doIT Technology Services Senior Specialist : Availability Management acts as the Service Execution Owner / SWAT team member of Problem Management (Zero Outage Room : ZOR), Critical Incident Management : CIM. The role is responsible to guarantee quickest possible service restoration for customers business down situations and quickest possible Root Cause Analysis and remediation for major incidents. The role takes care of SAP:internal stakeholder communication by sending regular status and progress updates and liaises with other roles like ZOR Service Execution Owner, CIM Service Execution Owner, Event management Service Execution Owner, Incident Management Service Area Owner, Process Managers, Major Incident Managers, Managed Service Providers and Senior Management. The role coordinates and orchestrates continuous improvement across CIM, ZOR and other supporting units.:Drive technical resolution of long running outages:Preparation and driving of action plan to de:escalate situation related to Outages and RCAs:Drive action plans to prevent recurring outages:Support complex RCAs:Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).:Validate action plans for long running outages and outages for critical / escalated customers:Review RCAs:Participate in regular regional cadence:Resolve critical incidents and RCAs:Drive resolution of impediments by defining suitable countermeasures:Presentation to senior management on incident trend, analysis and action plan:Coordination of international teams in global projects / crisis handling / de:escalation initiatives:The expectation is that the role does not only concentrate on Basis / application issues but can own incident resolution and RCA end:to:end and work together with other teams and functions to resolve incidentWhat you bring:8+ years of Work expeirence. Experience in SAP Basis / HANA DB expert. Specializes in ABAP, JAVA, Business object and HANA DB.:Experience in a Senior or Expert position in the operational business:Expert level verbal and written English communication:Being data driven and expert level working knowledge on SAP Analytics Cloud Reports and Cloud Reporting. Experience with Service Now will be an added advantage.:Education : Bachelor / Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering or related fieldProfessional Training and Certification : ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantageMeet your teamAs part of Enterprise Cloud Services (ECS), ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for running customer landscapes around the globe in a 24x7 operations model. We manage wide variety of business:critical SAP systems and applications in a global delivery model. We are responsible to build and operate customer systems for ECS.Within ECS Delivery, Technical Operations is responsible for End:to:end delivery of services and support for ECS Delivery customers. Scope of the same includes service areas like Event Management, Incident Management, Service Request Fulfillment (Build and RUN), Problem Management, Backup Services and also technical areas : Application