The DSTPA team is seeking a Senior Technical Program Manager to lead our Trust Incident & Crisis Management function. In this role, you will own end-to-end incident response and crisis management for high-severity, trust-impacting events — from detection and intake through containment, mitigation, and closure — and run the mechanisms, playbooks, and governance that keep this an always-on operation. You will act as incident commander during active events, drive escalations with urgency, and keep senior leadership informed with crisp, decision-ready briefs. This is a high-impact, high-visibility position that directly protects customer trust across our products and services, and anchors our continuous, cross-time-zone (follow-the-sun) coverage from the India site.
A successful candidate will have an established background leading complex, cross-functional programs under pressure, excellent program-management, problem-solving, and communication skills, and be comfortable operating at a technical level with stakeholders at all levels. The candidate should understand systems and trade-offs well enough to ask the right questions and drive sound decisions, possess the business judgment to make high-stakes calls in ambiguous situations, write compelling executive briefs, and drive outcomes for senior leadership. The ability to influence cross-functionally — and to hold partner teams accountable to shared commitments through to closure — will be absolutely critical to success in this role.
Key job responsibilities
- Act as incident commander for high-severity, trust-impacting events; own incident-command protocols, incident rooms, severity matrices, escalation pathways, and decision frameworks
- Own escalation management end to end — escalate at the right time, pull in the right owners and decision-makers, and drive issues to resolution without letting them stall
- Design, implement, and own crisis response playbooks, mechanisms, and tabletop exercises to ensure organizational readiness
- Drive root-cause analysis and post-mortems (correction-of-error), and track corrective and preventative actions across Engineering and Product through to closure
- Write compelling senior-leadership and executive briefs (narratives, escalation briefs, status reports) that synthesize complex, cross-domain trust issues into clear decisions, risks, and asks
- Define, monitor, and improve operational metrics — mean time to triage, mean time to contain, mean time to resolve, and post-incident SLA compliance
- Partner with Product and Engineering to embed Trust by Design principles upstream, mitigating recurring incident patterns
- Run follow-the-sun coverage with the US team; hold cross-functional teams accountable to commitments, and mentor and develop other program managers
A day in the life
As a Senior TPM on the Trust Review & Incident Management (TRIM) team, you will own high-impact, high-visibility incident and crisis programs that directly protect our customers. You will begin by taking the handoff from the US on-call team, reviewing overnight incidents across all trust surfaces, and setting the day’s priorities. During active events you take incident command — classify severity, mobilize the right owners, drive the response, and keep leadership aligned through crisp briefs. Between events you invest in readiness: running tabletop drills, tightening playbooks, driving corrective actions to closure, and partnering with Engineering to embed Trust by Design upstream so recurring patterns stop repeating.
About the team
TRIM is a horizontal organization within DSTPA responsible for building the technologies, programs, and services at Amazon scale that instill and grow customer trust, create mechanisms to attain ever-evolving regulatory objectives, and ensure our partners can meet their trust obligations without disruption. Our Trust Incident & Crisis Management function runs a single, consistent, always-on operating model for high-severity, trust-impacting events — detection, coordination, containment, and crisis response. We value collaboration, continuous learning, and operational excellence, and we support new members across a broad mix of experience levels and tenures in an environment that celebrates knowledge sharing and mentorship.
Basic qualifications
- Bachelor's degree in engineering, computer science or equivalent- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- Experience working in a fast-paced and ambiguous environment, or experience delivering results for large, cross-functional initiatives/projects
- Experience in identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan, or experience communicating results to senior leadership
Preferred qualifications
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
- Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field
- Experience managing multiple calendars, or experience in a fast-paced, high-tech company
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.