Amazon Development Centre Canada ULC
Project/Program/Product Management--Non-Tech, Program Management, ecp
ProgramManager,OfficeInfrastructureExcellence(OIE)
Neural analysis suggests this role is
optimal for Manager candidates.
“Program Manager, Office Infrastructure Excellence (OIE) at Amazon Development Centre Canada ULC. Skills: Problem management, Process improvement, Root cause analysis. Build problem management program. Own problem management program”
What You'll Achieve.
Reduce support contact volume; Reduce level of effort; Eliminate root causes; Defect elimination
Industry & Context.
Root cause analysis; Identify systemic issues
What They're Looking For.
Must Have
3+ years program management experience, 3+ years cross-functional experience, 3+ years process improvement experience, Define program requirements, Use data and metrics for improvements
Nice to Have
Stakeholder management experience, 2+ years problem management experience, 2+ years incident management experience, 2+ years service improvement experience, Corporate IT infrastructure background, ITIL v3/v4 Foundation certification, ServiceNow experience
What You'll Do.
Build problem management program
Own problem management program
Analyze incident data
Identify systemic issues
Lead root cause analysis
Drive corrective actions
Partner with engineering teams
Partner with operations teams
Partner with vendor teams
Deliver permanent fixes
Maintain known error documentation
Drive continuous improvement
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineering teams; Operations teams; Vendor teams; Service owners; Partner teams
Process & Methodology
Program management
Full Job Description
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. As a Problem Manager, you will build and own the problem management program for our corporate office IT infrastructure services. Your mission: reduce support contact volume and level of effort by identifying and eliminating the root causes of recurring problems across network, AV, and print services. You'll analyze incident trends, lead root cause investigations, and drive cross-functional teams to deliver lasting solutions. This role is for someone energized by finding patterns in data, asking "why?" until they reach the real answer, and rallying teams to fix things permanently. 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 About the team Office Infrastructure Excellence (OIE) partners with service owners, customers, and partner teams to continuously evaluate corporate office IT infrastructure health, close support gaps, and enhance support efficiency. We drive down contacts and level of effort for our primary customer, the Operations Management Center (OMC), and leverage freed capacity to onboard new work. Basic Qualifications: - 3+ years of program or project management experience - 3+ years of working cross f
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