Network Development Engineer, Office Network Reliability Engineering

About the Role: The Office Infrastructure Management (OIM) team within Amazon IT Services is looking for a Network Development Engineer to join our newly established Office Network Reliability Engineering (ONRE) team. As an NDE on the ONRE team, you will be responsible for ensuring 540K Amazonians across 400+ corporate offices experience highly available, reliable, and performant networks. You will operate at the intersection of expert incident resolution, systematic capability building, and proactive reliability engineering — ensuring that the office network infrastructure that underpins Amazonian productivity just works, every time.

This is not a traditional network operations role. You are a builder. You will design and develop automation systems, self-service tooling, and operational processes that scale Amazon's ability to detect, respond to, and prevent network incidents. You will serve as the Tier 3 escalation point for the Operations Management Center (OMC) who are 24/7, resolving complex incidents that require deep technical expertise while simultaneously building the OMC's capability to handle those incidents independently in the future. Your success is measured not only by your ability to resolve escalations, but by your ability to systematically reduce escalations.

The ONRE team operates on a 24/7/365 follow-the-sun model across three regional hubs: EMEA, APAC, and AMER. You will participate in a rotating on-call schedule for high severity escalations and partner closely with the OMC, Office Infrastructure Excellence (OIE), AWS Enterprise Networking, and onsite IT support teams.


Key job responsibilities
Tier 3 Expert Escalation Support (approximately 40% of time)
Serve as primary on-call for your regional hub on a rotating schedule, providing 24/7 Tier 3 escalation support to the Operations Management Center for complex office network incidents

Diagnose and resolve advanced failure scenarios including multi-site network outages, routing protocol failures, wireless infrastructure degradation affecting multiple access points, circuit performance problems requiring carrier coordination, and configuration drift causing intermittent customer-visible failures

Troubleshoot across all layers of the office network stack including wireless (LAN, WAN, 802.11), routing and switching (BGP, OSPF, VLANs, STP), network authentication (802.1X, RADIUS, ISE), and circuit infrastructure

Take end-to-end ownership of escalations, maintaining clear communication with the OMC throughout resolution to ensure uninterrupted visibility into customer-impacting issues and act as the SME between AWS Networking and the OMC

Create and maintain runbooks, diagnostic guides, and tribal knowledge documentation for complex failure scenarios, ensuring institutional knowledge is accessible and actionable

OMC Capability Building and Knowledge Transfer (approximately 30% of time)
Conduct structured learned sessions after every high severity (Sev 1/2) incident to systematically identify what prevented the OMC from resolving the incident independently, whether training gaps, permission limitations, technical barriers, or tooling deficiencies

Develop automation, self-service tools, and decision-tree troubleshooting guides that enable OMC engineers to independently handle incidents that previously required Tier 3 escalation

Deliver monthly knowledge transfer training sessions to OMC Tier 1 and Tier 2 engineers covering complex failure patterns, diagnostic techniques, and resolution approaches based on real escalation data

Track escalation patterns week-over-week through OMC operational reviews, using data to identify systemic issues and prioritize capability building investments

Build strong working partnerships with OMC engineers across all three regional hubs, earning trust through responsiveness, transparency, and consistent delivery

Proactive Reliability Engineering (approximately 30% of time)
Execute Network Availability Risk (NAR) assessments to proactively identify and remediate technical debt, known software bugs, security vulnerabilities, and architectural risks before they cause customer-impacting incidents

Drive Operating System (OS) Compliance programs to maintain 95% of the office network fleet on production-certified operating system versions within 21 days of release, partnering with AWS Enterprise Networking on validation and rollout strategies

Implement Configuration Compliance programs to identify and eliminate configuration drift across the office network fleet, deploying optimized and consistent configurations that reduce failure rates

Participate in Network Infrastructure Validation (NIV) and Network OS Validation(NOV) reviews as a gatekeeper for new network designs, ensuring operability, monitoring readiness, runbook availability, and architectural soundnes