A
Hiring companyAmazon
Verified today
Senior Enterprise Operations Specialist
Hyderabad, TS, IND Full-time
About the role
Amazon Leo is Amazon’s low Earth orbit satellite network delivering fast, reliable internet connectivity to customers beyond existing networks. As a Senior Enterprise Operations Specialist, you own day-to-day operational support for a portfolio of enterprise Leo customers, lead high-severity incidents, drive root cause analysis, and partner with Technical Account Managers, Sales, and Solutions Architects to resolve complex operational blockers. You also represent the Voice of the Customer to influence strategic solutions. This full-time role is based in Hyderabad, TS, IND and may require nights, weekends, and on-call availability for global response ownership.
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 and coordinate 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 scheduled on-call coverage for global response ownership
- 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 provide clear, timely, data-backed customer updates during outages or service-impacting events
- Ability to drive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented
- Eligibility to obtain any required export licenses or approvals under EAR and ITAR based on nationality, citizenship, and other factors
Nice to have
- 5+ years of satellite communications ground systems and operations experience
- Experience leading cross-functional teams across engineering, operations, and field execution through launch readiness and go-live phases
- Experience with retrofits, launches, or automation deployments
Skills
Enterprise customer supportIncident leadershipRoot cause analysisCase management toolsCross-functional collaborationRunbook and SOP maintenanceSatellite connectivityVoice of the Customer