Realtime Analyst, NCC, Network Control Center, Network Control Center

Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience working relentlessly to provide customers a convenient high quality and delightful experience across all of our CS channels in every interaction.

Within CS Network Solutions is responsible for designing planning and operating the worlds largest customer service network building intelligent adaptive systems that anticipate demand match customers to optimal experiences and continuously improve service quality. We are transforming CS from a manually operated reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Realtime Analyst to join the Network Control Center (NCC) Amazons centralized incident management function for Customer Service. The NCC detects manages and resolves high-severity incidents impacting customers associates drivers and brands in real time coordinating response across dozens of cross-functional teams to minimize customer impact and restore service. When systems fail at scale contact volumes surge beyond forecast or service disruptions threaten millions of customer interactions the NCC assumes command.

Key job responsibilities
You will take responsibility of:
Incident Detection & Response: Identify and validate emerging incidents across multiple data streams coordinate with Incident Managers to trigger the Incident Management process and gather frontline intelligence to enable stakeholders to make rapid informed decisions.
Real-Time SL Monitoring & Mitigation: Monitor Service Level performance across planning groups and channels at interval level proactively identify SL risks through intraday trend analysis and execute mitigation actions including contingency staffing skill flexing and cross-site load balancing to restore service before customer impact materializes.

- 2 years of quality or customer-facing role experience
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)
- Ability to work in a fast-paced time-sensitive environment
- Work flexible shifts including nights weekends or holidays in a 24/7/365 environment

- Speak write and read fluently in English
- Experience in program or project management
- Experience working in an analytical environment with cross-functional teams

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