Amazon Relay Operations Center Jobs (NOW HIRING)

Amazon Leo is establishing a 24/7 Network Operations Center (NOC) to provide proactive monitoring and rapid incident response for Leo's satellite network service. We are seeking an experienced Senior Manager, Network Development to lead the creation, day-to-day operation, and scaling of this critical function supporting the Leo product.
This role will lead a geographically distributed team of approximately 20 professionals across the United States and United Kingdom, responsible for developing, deploying, and operating the systems that maintain the health and performance of the Leo network service through continuous monitoring and expert-driven incident resolution.
Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S

permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
Key job responsibilities
Strategic Management & Vision:
- Coalesce larger vision for the Leo Network Operations Center, leading the team to evolve and create network monitoring and incident response products that are exemplary in terms of robustness, stability, scalability, and cost-effectiveness
- Define and execute the business strategy for the NOC from inception through General Availability, managing product opportunities that are not yet fully defined
- Proactively identify network outcome improvements, system gaps, and opportunities for operational excellence
- Make strategic trade-offs balancing business opportunity, resources, and sustainability
Network Systems Development & Operations:
- Develop, deploy, and operate industry-changing network monitoring and incident response systems that support Leo's satellite network service
- Design and implement scalable architectures for network health monitoring at spot level (groups of customer terminals) and regional aggregations
- Drive automation opportunities and runbook development in collaboration with engineering teams
Incident Management & Response:
- Oversee continuous monitoring of network health at spot level (groups of customer terminals) and regional aggregations
- Ensure rapid triage, documentation, and escalation of network-level outages and performance degradation
- Coordinate with subject matter experts for complex incident resolution
- Establish communication protocols and stakeholder notification procedures during active incidents
Technical Operations & Tools:
- Implement automated alarm systems for real-time spot-level outage detection
- Drive automation opportunities and runbook development in collaboration with engineering teams
Cross-Functional Collaboration:
- Partner closely with Mission Operations, Customer Service Agents (CSAs), and Business Customer Experience (BCX) teams
- Establish feedback loops for identifying automation opportunities and engineering improvements
- Represent NOC operations in executive decision-making and business reviews
Metrics & Continuous Improvement:
- Define and track key performance indicators including time-to-detection and time-to-resolution
- Conduct post-incident reviews to capture lessons learned and prevent recurrence
Travel Requirements
- 25-50% travel required between US and UK locations
- Occasional travel to other operational sites as needed
A day in the life
The Senior Manager, Network Development regularly participates in business reviews at the network, regional, and sub-regional level, identifying themes and tackling key problem statements. You will coalesce the larger vision for network operations while leading your teams to develop and scale network monitoring and incident response solutions that are exemplary in robustness and cost-effectiveness

You'll proactively identify system gaps and opportunities, making strategic decisions about resource allocation and technical direction. You'll balance strategic planning with hands-on operational support, traveling between Redmond and London sites to provide mentorship and drive key initiatives. You'll handle critical escalations while building succession plans and creating opportunities for others to lead.

You'll work closely with subject matter experts on complex incidents while building the processes, systems, and automation that enable the NOC to scale efficiently and deliver exceptional customer experience.