Operations Manager, Leo Network Operations Center

Operations Manager, Leo Network Operations Center

Job :  | Amazon Kuiper Manufacturing Enterprises LLC

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.S.

-based NOC team in Redmond, Washington as part of our geographically distributed operations supporting the Leo program.

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.

• 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.
• Oversee continuous monitoring of Leo network health at spot level and regional aggregations.
• Ensure the team performs initial triage, documents incidents, and manages incident response workflows through resolution.
• Coordinate with subject matter experts for complex issues and maintain communication with stakeholders during incidents.
• Implement and refine Standard Operating Procedures (SOPs) for incident response, escalation, monitoring, and shift operations.
• Drive adherence to runbooks and troubleshooting guides; ensure proper ticket lifecycle management and documentation standards.
• Conduct shift handoff procedures, knowledge transfer protocols, and post-incident reviews.
• Oversee team use of observability tools including Grafana dashboards; monitor alarm systems for outages and respond timely.
• Partner with London Operations Manager for seamless 24/7 global coverage and collaborate with Mission Operations, Customer Service, and Business Customer Experience teams.
• Work with engineering teams to identify automation opportunities and improve observability.
• Track and report on key performance indicators including time‑to‑detection and time‑to‑resolution; identify trends and work with engineering to prevent recurrence.
• Participate in on‑call rotation for management escalations and support occasional travel to London and other operational sites (estimated 10‑15%).

• Bachelor’s degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent, or experience with advanced networking and troubleshooting.
• 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, Cloud Watch, or similar).
• Knowledge of ITIL frameworks and incident management best practices.
• Experience with ticketing systems and workflow automation.
• Background in telecommunications, ISP operations, or satellite communications.
• Understanding of SLA management and operational metrics.

The base salary range for this position is $ – $ USD annually. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans), EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at (Use the "Apply for this Job" box below)..

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