Head of IN Live Streaming Operations, Prime Video, Playback Operations

Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.

We are looking for a talented Senior Manager, Operations who is ready to take charge of Amazon Video Operations Center in India to broadcast thousands of events Worldwide. If you can think strategically but execute operationally on a daily basis, while making decisions that are in favor of the customers who turn to Prime Video for their entertainment needs, this job is for you. The ideal candidate is passionate about leading and building strong operational teams while diving into the details that make our each of our broadcasts successful. You are equally obsessed about understanding the services stack that delivers the best possible customer experience on a daily basis. You inspect operational plans before the event, keep an eye on defects that degrade customer experience during the events, and finish the cycle by passionately pursuing the resolution of defects observed during live broadcasts. You define and drive key performance and quality metrics for your team. You communicate effectively with engineers, partners, leaders and a broad set of stakeholders. On balance, you also have monthly business reviews with C-level executives who partner with us to deliver this service.

Customers love Prime Video and we have a great opportunity to innovate on behalf of them. Your ability to make an impact will be directly related to how big your vision is for the team

Key job responsibilities
1. Team Leadership: Lead, mentor, and grow a global team of support engineers, ensuring consistent high performance and a proactive approach to managing live streaming events.
2. Operational Oversight: Oversee the day-to-day operations of the support team, ensuring that all live events are monitored in real-time and that incidents are resolved quickly and effectively.
3. Global Event Support: Ensure the flawless execution of live streaming events across different time zones, coordinating with various departments to deliver high-quality streams for clients.
4. Technical Expertise: Provide hands-on technical support and guidance to the team for troubleshooting and resolving streaming issues, ensuring minimal downtime during live events.
5. Stakeholder Collaboration: Work closely with product teams, account managers, and engineering teams to ensure customer expectations are met and exceeded, offering post-event analysis and insights to improve future events.
6. Process Improvement: Continuously evaluate and enhance our event support systems, workflows, and monitoring tools to ensure scalability, efficiency, and resilience.
7. Incident Management: Lead the response and root cause analysis for high-impact incidents, implementing strategies to prevent recurrence and improve overall system robustness.
8. Innovation and R&D: Stay ahead of emerging trends in live streaming technology and event support, driving initiatives to adopt new tools, processes, and strategies that enhance service quality.
9. Customer Engagement: Act as a point of escalation for customer issues during live events, ensuring timely communication, resolution, and client satisfaction.
10. Strategic Planning: Develop long-term strategies to improve the efficiency and scalability of live event support. Collaborate with leadership on planning initiatives that align with business growth, new technologies, and evolving customer needs.

A day in the life
* Morning: You begin your day by reviewing the event dashboard and overnight logs to ensure the previous events went smoothly, and there are no lingering issues. Next, you join a brief global team sync to align on the upcoming events, priorities, and any potential risks. You also review strategic goals for the week, focusing on optimizing support processes, and identifying areas for improved system resilience.
* Mid-Morning: You hold a strategic meeting with cross-functional stakeholders, such as product managers and infrastructure teams, to discuss upcoming features or product enhancements. You contribute insights from your team on ways to improve scalability and reliability for high-profile live streaming events, ensuring that the support engineering roadmap aligns with the overall business objectives.
* Midday: A high-priority event is about to go live, so you shift focus to overseeing the real-time monitoring of the stream, making sure your team is proactively troubleshooting and preventing potential issues. As the stream progresses, you jump in to provide technical oversight, ensuring smooth delivery across global regions. After the event, you lead a quick debrief, analyzing real-time data and incident reports to compile insights for future improvements.
* Afternoon: You spend time working on a long-term strategic initiative—such as evaluating new monitoring tools, developing automation frameworks to streamline support operations, or implementing advanced alerting systems. You meet with senior leadership to propose new support engineering strategies to enhance operational efficiency, ensuring the team can handle increasing client demand and larger-scale events.
* End of Day: You review progress on your team's key projects, evaluate performance metrics, and check in with engineers working across various time zones. Before wrapping up, you update leadership on the week's strategic initiatives and event performance, providing recommendations for how to scale the team's efforts and infrastructure to meet future global streaming demands.

Basic Qualifications:
* Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
* 7+ years of experience in technical support, engineering, or operations, with at least 3 years in a leadership or management position.
* Strong experience with live streaming technologies, media protocols (RTMP, HLS, DASH), CDN services, and cloud-based streaming platforms.
* Proven track record of managing global teams and delivering results under pressure in a fast-paced, high-availability environment.
* Demonstrated ability to troubleshoot issues with video/audio quality, buffering, and latency across diverse streaming environments.
* Experience with incident management, root cause analysis, and post-mortem processes in a production environment.
* Excellent problem-solving skills and a calm, focused approach to troubleshooting during live events.
* Exceptional communication skills, especially under pressure, and the ability to work effectively with clients, internal teams, and external partners.
* Ability to work across different time zones and travel occasionally as needed for key events or client engagements.

Preferred Qualifications:
* Experience in large-scale, high-traffic live event management.
* Experience with video encoding/decoding processes and troubleshooting playback issues across various devices and environments.
* Cloud certifications (AWS, Google Cloud, Azure) or relevant hands-on cloud experience in streaming and media services.
* Prior experience in automation or scripting to improve support processes (e.g., Python, Bash).
* Experience with hybrid cloud and edge delivery systems for streaming optimization.
* A passion for live events and deep understanding of the live streaming landscape, trends, and innovations.

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