Problem Management Program Owner, Office Infrastructure Excellence (OIE)

Amazon"s Corporate Infrastructure Services (CIS) organization manages the full lifecycle of corporate office infrastructure, supporting hundreds of thousands of employees worldwide. We"re looking for a Problem Management Program Owner to design, build, and govern the mechanisms that enable organizational leaders to be effective problem managers across corporate office IT infrastructure. Direct problem management is out of scope; your success is measured by how well your participants use the program you build to reduce defects, prevent incident recurrence, and reduce support contacts. You"ll use a combination of ServiceNow and internal Amazon tools to meet the needs of your customers, drive adoption across organizational leaders, and continuously improve the program based on adoption data, trend analysis, and participant feedback.

Key job responsibilities

• Design, build, and continuously improve the problem management program - define the end-to-end framework (process, tooling, templates, governance) that enables CIS vertical leaders to run effective problem management. Set RCA quality standards and methodology expectations. Iterate based on adoption data, operational trends, and evolving needs.
• Drive adoption, enablement, and accountability - coach organizational leaders and remove barriers so service owners internalize problem management as a core operating discipline. Establish governance cadences that drive execution rigor and hold participants accountable for corrective action delivery.
• Build cross-vertical mechanisms - create escalation paths, shared tooling (ServiceNow workflows, dashboards), and coordination forums for problems that span multiple verticals. Enable participants to shift from reactive case resolution to proactive problem identification.
• Develop metrics and executive reporting - define indicators that quantify program health and produce leadership-ready narratives on program adoption, remediation closure, defect reduction, and service reliability improvement.
• Own institutional knowledge - maintain the known-error database and best-practice documentation that program participants draw from.

About the team

Office Infrastructure Excellence (OIE) partners with service owners, customers, and partner teams to continuously evaluate corporate office IT infrastructure health, close support gaps, and enhance support efficiency. We drive down contacts and level of effort for our primary customer, the Operations Management Center (OMC), and leverage freed capacity to onboard new wor