Head of Network Operations Center (NOC)

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 Operations Manager to lead the U.based NOC team in Redmond, Washington as part of our geographically distributed operations supporting the Leo program.

This role will manage a team of approximately 10 Support Engineers and Cloud Support Engineers providing 24/7 coverage, responsible for continuous monitoring of the Leo network service and rapid incident response. You will work closely with the Sr SDM and your counterpart in London to ensure seamless global operations.

S. citizen or national, U.S. permanent resident (i.e., S. as a refugee or granted asylum.

Lead and develop a team of 10 Support Engineers and Cloud Support Engineers in Redmond, Washington

Manage 24/7 shift operations to provide continuous coverage

24/7 Network Operations

Oversee continuous monitoring of Leo network health at spot level (groups of customer terminals) and regional aggregations

Ensure the team performs initial triage, documents incidents, and manages incident response workflows through resolution

Implement and refine Standard Operating Procedures (SOPs) for incident response, escalation, monitoring, and shift operations

Ensure proper ticket lifecycle management and documentation standards

Conduct shift handoff procedures and knowledge transfer protocols

Monitoring & Detection

Review dashboards for anomalies, trends, and performance degradation

Partner with London Operations Manager to ensure seamless 24/7 global coverage

Collaborate with Mission Operations, Customer Service Agents (CSAs), and Business Customer Experience (BCX) teams

Metrics & Continuous Improvement

Track and report on key performance indicators including time-to-detection and time-to-resolution

Work Schedule & Travel

This role requires flexibility to support 24/7 operations, including occasional off-hours support during major incidents

Occasional travel to London and other operational sites (estimated 10-15%)

May require participation in on-call rotation for management escalations

The Operations Manager starts each day reviewing overnight incidents and ensuring smooth shift transitions. You'll participate in daily standups with your team, review monitoring dashboards for trends, and coordinate with the London team on handoffs. Throughout the day, you'll provide guidance on active incidents, coach team members on troubleshooting techniques, and work on process improvements. You'll attend business reviews, collaborate with engineering teams on automation opportunities, and ensure your team has the tools and training needed to succeed. The Leo Network Operations Center is a new, strategic function within the Leo organization. S. team, you'll help build the operational foundation for Leo's satellite network service from the ground up. This is an opportunity to establish best practices, develop a high-performing team, and play a critical role in delivering low-latency, high-speed broadband connectivity to unserved and underserved communities around the world. The NOC team works closely with Mission Operations and maintains the health and performance of the Leo network through proactive monitoring and rapid incident response.

Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent, or experience with networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related) at an advanced level

4+ years of network and operating system support, or 2+ years of relevant technical position experience

3+ years of people management experience leading technical teams

Experience in large-scale network operations centers or mission-critical environments

Experience with observability and monitoring platforms (Grafana, Prometheus, CloudWatch, or similar)

Knowledge of ITIL frameworks and incident management best practices

Background in telecommunications, ISP operations, or satellite communications

Understanding of SLA management and operational metrics

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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