As a Sr. Technical Program Manager , you will serve as a designated operational delivery manager for our enterprise customers utilising our Unified Operations
(UOps) services, AWS's highest-tier support experience for customers with business-critical
workloads. You will be responsible for building Unified Operations enablement plans in
conjunction with the Technical Account Manager (TAM), orchestrating Unified Operations resources, and managing the delivery of UOps to our
customers. This role requires a strategic thinker with strong leadership skills.
Key job responsibilities
Key Responsibilities
* Act as the single-threaded leader for UOps delivery for onboarding workloads with stringent uptime requirements, making high-judgment technical decisions that directly impact business continuity and operational resilience
* Communicate directly with customer leadership regarding progress, blockers, and operational integrity
* Partner with Account TAMs and other specialists to build and execute customer-specific Unified Operations enablement plans, orchestrating capabilities across multiple technical domains aligned with customer outcomes
* Orchestrate collaboration between Unified Operations teams (DSEs, CDP Engineers, FAMs),
Account Teams, and customer stakeholders to drive best practice adoption
* Monitor and analyse UO metrics to identify areas for continued customer improvement.
* Implement integrated incident management with AWS-monitored infrastructure and pre-agreed runbooks
* Drive actions from TAM-led reviews of architectural, observability, resilience, and problem management gaps for their most critical workloads
* Collaborate with technical specialists to drive technical guidance across multiple domains
* Provide feedback to the Unified Operations product teams and other leaders on areas for service improvements
- * Understanding of incident management and problem resolution processes
- * Strong verbal and written communication skills with ability to influence senior technical stakeholders
- * Proven ability to make high-judgment technical decisions in complex environments
- * Experience leading cross-functional teams with a mix of technical and operational roles
- Experience with resilience engineering, chaos engineering, and observability practices
- * Understanding of enterprise IT operational capabilities – examples include Change, Incident
- Management, infrastructure management or applications management
- * Knowledge of the AWS Well-Architected Framework and best practices
- * AWS or other public cloud certifications
- * Background in regulated industries
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