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85 Amazon Incident Manager Jobs Hiring Near You

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $220K/yr

Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to ... Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI ...

CGI Inc.

Senior Technical Incident Manager

Columbia, SC · On-site

$105K - $144K/yr

... of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53 ... Major Incident Management or Production Support processes • Ability to troubleshoot ...

CGI Inc.

Senior Technical Incident Manager

Lafayette, LA · On-site

$108K - $149K/yr

... of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53 ... Major Incident Management or Production Support processes • Ability to troubleshoot ...

CGI Inc.

Senior Technical Incident Manager

Dallas, TX · On-site

$112K - $154K/yr

... of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53 ... Major Incident Management or Production Support processes • Ability to troubleshoot ...

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Amazon Jobs Information

What is it like to work at Amazon?

Amazon is known for its fast-paced and innovative work environment, driven by a customer-obsessed culture that emphasizes experimentation, learning, and continuous improvement. The company's flat organizational structure and cross-functional teams allow employees to collaborate and contribute to various projects, with many teams working on cutting-edge technologies such as artificial intelligence, robotics, and cloud computing. For those who thrive in dynamic and entrepreneurial settings, Amazon offers opportunities to work on high-impact projects, develop new skills, and be part of a global organization that is shaping the future of e-commerce and beyond.

What makes Amazon an attractive place to work?

Amazon is a leading e-commerce and technology company that has revolutionized the way people shop and live, with a strong focus on innovation and customer satisfaction. The company offers a dynamic work environment that fosters collaboration, creativity, and continuous learning, with opportunities to work on cutting-edge projects and technologies. As a result, Amazon is an attractive place to work for those seeking to make a meaningful impact, drive growth, and develop their skills in a fast-paced and rapidly evolving industry.

Do workers at Amazon get paid breaks?

Yes. Most people get paid breaks.
71% of people say they get paid breaks.
Based on data from 242 people who took the Breakroom Quiz between May 2026 and August 2026.

Does Amazon pay people when they’re sick?

No. Most people don’t get paid when they’re sick.
72% of people say they wouldn’t get paid if they were sick but scheduled to work.
Based on data from 240 people who took the Breakroom Quiz between May 2026 and August 2026.

At Amazon, are sick days and vacation days separate paid time off?

Sick days and vacation days are used from the same paid time off.
73% of people say they have to use vacation days when they’re out sick.
Based on data from 222 people who took the Breakroom Quiz between May 2026 and August 2026.

Are part-time workers able to get health insurance from Amazon?

Only some people who work part-time can get health insurance.
42% of people who work fewer than 30 hours a week say they can’t get health insurance
Based on data from 153 people who took the Breakroom Quiz between December 2024 and March 2025.

Do part-time workers get paid time off at Amazon?

Most people who work part-time get paid time off.
92% of people who work part-time say they get paid time off
Based on data from 119 people who took the Breakroom Quiz between February 2026 and August 2026.

Is the health insurance from Amazon affordable enough for their workers?

Most people say the health insurance costs are okay.
89% of people say the health insurance costs are okay
Based on data from 168 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people get paid time off at Amazon?

Most people get paid time off work.
96% of people say they get paid time off.
Based on data from 279 people who took the Breakroom Quiz between May 2026 and August 2026.

How far ahead of time do people find out their work schedule?

Most people find out their schedule less than four weeks ahead of time.
  • 70% of people with changing schedules find out their shifts one week or less ahead of time.
  • 16% of people with changing schedules find out their shifts two weeks ahead of time.
  • 5% of people with changing schedules find out their shifts three weeks ahead of time.
  • 9% of people with changing schedules find out their shifts four weeks or more ahead of time.

Based on data from 166 people who took the Breakroom Quiz between February 2026 and August 2026.

Do workers at Amazon worry about hours?

Some people worry about getting enough hours.
46% of people report they worry about getting enough hours.
Based on data from 188 people who took the Breakroom Quiz between February 2026 and August 2026.

Do Amazon workers get to choose the shifts they work?

Some people don’t get to choose which shifts they work.
52% report that they don’t have enough control over which shifts they work.
Based on data from 104 people who took the Breakroom Quiz between February 2026 and August 2026.

How easy is it for Amazon workers to change shifts?

Some people find it hard to change shifts.
34% of people report that it’s hard to change shifts if they need to.
Based on data from 152 people who took the Breakroom Quiz between February 2026 and August 2026.

How easy is it to get time off at Amazon?

Most people find it easy to get time off.
74% of people report it’s easy to get time off.
Based on data from 226 people who took the Breakroom Quiz between May 2026 and August 2026.

Do Amazon managers change schedules at the last minute?

Most managers don’t change people’s schedules at the last minute.
78% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 172 people who took the Breakroom Quiz between February 2026 and August 2026.

Do jobs at Amazon spill into time workers aren’t paid for?

Rarely. The job doesn't usually spill into unpaid time.
19% of people report that their job takes up time that they don’t get paid for.
Based on data from 172 people who took the Breakroom Quiz between February 2026 and August 2026.

How easy is it to take sick days at Amazon?

Most people find it easy to take sick days.
78% of people report that it’s easy to take time off if they are sick.
Based on data from 240 people who took the Breakroom Quiz between May 2026 and August 2026.

Is a Amazon job good for students?

Most students say this is a good place to work if you’re studying.
79% of students report this is a good place to work if you’re studying.
Based on data from 148 people who took the Breakroom Quiz between February 2026 and August 2026.

Is working at Amazon good if you’re a parent or caregiver?

Only some parents and caregivers say this is a good place to work.
35% of people who care for a child or other relative report this isn’t a good place to work.
Based on data from 242 people who took the Breakroom Quiz between February 2026 and August 2026.

Do people at Amazon feel treated with respect by their managers?

Most people feel treated with respect by their managers.
78% of people say they’re treated with respect by their managers.
Based on data from 251 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people at Amazon get to take their breaks without interruption?

Most people get breaks without interruption.
88% of people report that they get to take their breaks without interruption.
Based on data from 264 people who took the Breakroom Quiz between May 2026 and August 2026.

Is it stressful to work at Amazon?

Some people feel stressed here.
57% of people say they often feel stressed at work.
Based on data from 262 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people at Amazon enjoy their jobs?

Only some people enjoy their job.
38% of people report they don’t enjoy their job.
Based on data from 214 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people at Amazon recommend working with their team?

Only some people recommend working with their team.
46% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 285 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people get enough training when they start at Amazon?

Most people got enough training when they started.
71% of people report they got enough training when they started working here.
Based on data from 265 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people get support to advance at Amazon?

Only some people are given support to advance their career here.
In the last year, 49% of people report not being given support to advance their career here.
Based on data from 246 people who took the Breakroom Quiz between May 2026 and August 2026.

Do people think Amazon’s headquarters understands what’s happening where they work?

Most people think headquarters doesn’t understand what’s happening where they work.
74% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 242 people who took the Breakroom Quiz between May 2026 and August 2026.

Do workers feel well informed about how Amazon is doing?

Only some people feel well informed about how the company is doing.
48% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 254 people who took the Breakroom Quiz between May 2026 and August 2026.

What other companies are hiring for Incident Manager jobs?

What are the most popular jobs at Amazon?

What are the most popular categories at Amazon?

Infographic showing various Incident Manager job openings at Amazon in the United States as of August 2026, with employment types broken down into 99% Full Time, and 1% Part Time. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

Incident and Escalation Manager

Vapi

San Francisco, CA • On-site

$180K - $220K/yr

Full-time

Re-posted 10 days ago

Job description

Voice AI that resolves, not transfers.
Most phone systems trap callers in menus and scripts. Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes.
  • The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth
  • The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500
  • The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers. Total raised: $72M

Incident and Escalation Manager
Why this role exists
Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers who route business-critical traffic through us. When something breaks, it breaks in real time, in front of a customer's own customers, and often through a carrier dependency we don't fully control. Today the response is run by whoever is in the Slack thread. That works once. It does not scale, and it costs us renewals, engineering focus, and executive confidence every time it happens.
This is the first dedicated hire for the function, and the job is to build it. You will design the program that runs our incident response, train the people who command incidents, and own the customer relationship through the weeks that follow a serious one. You own the pager and you work part of the rotation yourself, because the fastest way to build a program that works is to run inside it while you build it. You are not the engineer fixing the system. You are the person who builds the system so a trained bench can run it, and who takes a real turn on the pager.
Building the program
This is the core of the role.
  • Define what counts as an incident and what does not, with entrance and exit criteria that protect engineering from noise.
  • Author the severity model with response-time targets per level, so a SEV0 means the same thing Monday morning and Friday night.
  • Design how a live incident runs: the command structure, the update cadence, the single source of truth, the decision rights, and when the call gets escalated past the commander. Write it down so anyone on rotation runs it the same way.
  • Build and train the incident commander rotation. Build a realistic balance of hiring and utilizing existing resources across humans and AI to stand up the rotation.
  • Own the pager and work part of the rotation yourself - personally commanding incidents during your shifts and stepping your share down as the bench matures and proves out. Own how the rotation runs regardless of whose shift it is.
  • Stand up the incident tooling and on-call setup: paging, escalation policies, incident channels, status page, and the runbook library.
  • Build customer communication templates for each severity and channel, pre-approved so they are not written from scratch under pressure.
  • Govern the customer credit process with a clear approval chain, so financial decisions stop happening in ad hoc threads.
  • Stand up the metrics: resolution time, response velocity, escalation volume, RCA SLA adherence, and revenue protected. Report monthly in terms execs use to make resource decisions.
  • Build standing partnerships with engineering, support, the office of the CTO, legal, security, comms, and carrier operations before the next critical situation.
  • Train go-to-market, support, customer success, and engineering on where to bring customer-critical issues and how the function works.
  • Build a feedback loop so incident and escalation data shapes the engineering roadmap instead of dying in postmortems.

After the incident
  • Own the customer-facing RCA. Translate engineering root cause into plain language that tells the truth and holds the relationship. Ship it within the SLA we commit to.
  • Run the blameless post-incident review. Drive action items to named owners with dates, and track them to closure instead of letting them die in a doc.
  • Close the loop with affected customers directly, including the credits or commitments made during the incident.

Escalation management
  • Hold the high-severity customer issues that do not rise to a full incident but threaten a renewal or a relationship.
  • Run the standing executive escalation list. Keep an owner, a next step, and a date on every item.
  • Spot patterns across customers that no single team owns, and force them into engineering or product as prioritized work.
  • Be the single point of contact for a regulated customer or a regulatory inquiry that surfaces weeks after the technical fix.
  • Partner with the account team on at-risk accounts driven by reliability, and build the cross-functional recovery plan.
  • Keep a written handoff and a named deputy so escalations stay covered when you are out.

What you bring
  • 8 to 12 years across incident management, escalation management, technical support escalations, or technical program management, ideally at an infrastructure, telephony, or platform company operating at scale.
  • A track record building an incident and escalation program from zero, or owning a meaningful piece of one through its growth, including standing up an incident commander rotation rather than being the sole responder. Experience hiring a team is a plus.
  • Hands-on familiarity with incident tooling such as PagerDuty, incident.io, Opsgenie, or equivalent, and the Slack and status-page workflows around them.
  • Calm under pressure as a learned discipline. Gravitas to direct a response and the willingness to remove a distraction from a call even when it outranks you.
  • Decision-making with incomplete information, and the judgment to know when to escalate and how to do it without losing time.
  • Clear writing under pressure. You can produce a clean read of a live situation for a senior leader, and a customer RCA that holds a relationship together.
  • Comfort with technical depth. You do not need to write the fix, but you need to follow the conversation, ask the right question, and know when an answer does not add up. Familiarity with telephony, carrier dynamics, or real-time systems is a strong plus.
  • Willingness to work part of the incident commander rotation, including off-hours shifts, especially in the first year.

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