Verified today
Senior Enterprise Operations Specialist
About the role
Amazon Leo is Amazon’s low Earth orbit satellite network, delivering fast, reliable internet connectivity to customers beyond the reach of existing networks. As a Senior Enterprise Operations Specialist, you own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution, providing subject matter expertise, escalation support, and deep-dive analysis. You lead high-severity incidents, drive post-incident reviews, maintain runbooks and SOPs, and partner with Technical Account Managers, Sales, Solutions Architects, and Product teams to resolve complex operational blockers and influence strategic solutions. This role is based in Hyderabad, TS, IND and may require nights, weekends, and extra hours, including scheduled on-call coverage.
What you’ll do
- Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution.
- Manage customer interactions across case management systems, email, chat, phone, and live bridge calls.
- Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models.
- Lead high-severity incidents (Sev-1/Sev-2) impacting assigned customers, coordinating with Global Network Operations, Engineering, Field Ops, Product, and Legal/Compliance teams.
- Act as the primary escalation point for customer issues within scope, including root cause analysis and customer-ready communications.
- Provide clear, timely, and data-backed customer updates during outages or service-impacting events.
- Drive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented for owned issues.
- Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases.
What you’ll bring
- 4+ years of experience in operations, technical support, service delivery, or enterprise customer support roles.
- Experience owning end-to-end customer issues, including on-boarding, steady-state operations, and incident resolution.
- Experience using case management, ticketing, and incident management tools.
- Willingness to work nights, weekends, and extra hours as needed, including open availability during scheduled on-call coverage.
- Ability to develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models.
- Ability to lead high-severity incidents (Sev-1/Sev-2) and coordinate with Global Network Operations, Engineering, Field Ops, Product, and Legal/Compliance teams.
- Ability to act as the primary escalation point, perform root cause analysis, and deliver customer-ready communications.
- Eligibility to obtain any required export licenses or approvals under EAR and ITAR based on nationality, citizenship, and other factors.
Nice to have
- Experience supporting enterprise connectivity, telecom, or satellite connectivity services.
- Experience supporting pilots, phased launches, or large-scale customer deployments.