Sr Manager, Software Development , Customer Service Network Solutions

We are seeking a Sr. Manager, Software Development to lead the engineering team building the Network Control Center (NCC) — an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on 18+ disconnected tools, 42 manual steps, and reactive detection that takes over 30 minutes. This leader will build the engineering team and technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery — all operating in real-time at massive scale.

- Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network

- Build and develop a high-performing engineering team, hiring and mentoring software development engineers across multiple disciplines

- Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact

- Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention

- Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows

- Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality

- Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem

- Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms