Program Manager, NCC, Network Control Center

Amazon is hiring a Program Manager, NCC, Network Control Center in Hyderabad, India. Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
The posting mentions incident management, program management and cross functional leadership among its tools and skills.
Level classes it as a mid-level role.
Amazon has 21,000+ other open roles on Level.

AI in this role

Manage high-severity customer service incidents and coordinate cross-functional responses within Amazon's Network Control Center.

incident-managementprogram-managementcross-functional-leadershipcrisis-managementprocess-improvement

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's 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 world's 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 Program Manager to join the Network Control Center (NCC), Amazon's central incident management function for Customer Service. NCC detects, manages, and resolves high-severity incidents impacting customers, associates, drivers, and brands in real time — coordinating response across dozens of teams to minimize customer impact and restore service. When systems fail at scale, contact volumes spike unexpectedly, or a service disruption threatens millions of customer interactions, the NCC takes command. You will be at the center of that response — running incidents end-to-end, driving cross-functional coordination under pressure, and ensuring leadership has the information they need to make decisions fast.

Key job responsibilities
- Manage high-severity incidents (Sev1/Sev2) impacting Amazon customers by coordinating with cross-functional teams such as Service Delivery, Product, Engineering, PR, and Legal to drive resolution
- Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path
- Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues
- Provide regular, timely incident updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators
- Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership
- Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams
- Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation

Basic qualifications

- Bachelor's degree or equivalent
- 2+ years of program or project management experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Preferred qualifications

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience working in an analytical environment with cross-functional teams
- Experience using Microsoft Projects software

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Program Manager, NCC, Network Control Center at Amazon rates 10 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Program Manager, NCC, Network Control Center is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, TS, Hyderabad.
The job was posted on July 21, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Incident ManagementProgram ManagementCross Functional LeadershipCrisis ManagementProcess Improvement

Questions you could be asked

Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?
Tell me about a project where crisis management was part of your work. What did you do?
Tell me about a project where process improvement was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Incident Management, Program Management, Cross Functional Leadership, Crisis Management, and Process Improvement. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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