Job Description
DESCRIPTION
Amazon Corporate Security’s (ACS) mission is to deliver a safe and secure workplace for all Amazonians. The Business Assurance Center (BAC) supports this mission by providing 24/7 global security operations center (GSOC) services to roughly 500k global corporate customers, serving as a single point of intake for corporate security issues worldwide.
The BAC is looking for talented supervisors to support our rapidly growing GSOC program. A successful candidate will have a strong track record of managing operational security programs, vendor contracts and performance, and driving positive service relationships among a diverse group of stakeholders and customers. Success in this role will require flexibility, bias for action, and a wide range of technical and interpersonal skills. Time management and continuous task prioritization is crucial to delivering support services in this dynamic, fast paced environment.
Key job responsibilities
• Monitor incident response activities across all team members, ensuring outstanding service and stepping in when needed to guide response actions.
• Manage all personnel aspects of an assigned team, from performance management to team growth and development.
• Facilitate a collaborative, employee-focused environment that prioritizes growth and development while maintaining a high-performance bar.
• Oversee the drafting and publication of written products and communications, including the editing and quality management of all written products.
• Manage competing priorities, including concurrent security events, by directing and allocating personnel resources, and escalating to managers and stakeholders as necessary.
• Manage Service Level Agreements (SLAs) to ensure consistent service delivery.
• Proactively identify risks and areas for improvement.
A day in the life
As an Incident Response Coordination Supervisor, you will own service delivery across an assigned team responsible for the daily incident management work within the BAC. New hires must excel in team management and be able to provide mid-level direction and tactical response to corporate security issues worldwide. You must obsess over our internal and external customers, triaging and responding to their security needs, and leveraging your outstanding verbal and written communication skills. This is a shift-based role within a 24/7 operation. You may be expected to work evenings, holidays, and weekends.
About the team
Our team values work-life harmony. Availability for the GSOC’s 24/7/365 operation is often imperative to maintaining proficiency in this role, and we understand that striking a healthy balance between your personal and professional life is crucial to your happiness and success at Amazon. We encourage members of the team to use personal time as needed to cultivate this balance and to promote a productive and well-balanced life— both in and outside of work.
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.
BASIC QUALIFICATIONS
• Bachelor’s degree or equivalent experience.
• Three (3) years of operations personnel management experience in a high-volume, high-intensity environment such as a physical security operations center, call center, or crisis management/emergency response center.
• Outstanding verbal and written communication skills with an ability to remain calm, focused, and professional in high-stress situations.
• Experience managing a diverse team comprised of junior-level personnel.
• Outstanding writing skills to include drafting, editing, and publishing written products such as incident reports, messaging products, and security alerts.
• Demonstrated experience with coaching direct reports for both performance and development.
Job Tags
Permanent employment, Full time, Worldwide, Shift work, Afternoon shift,