Realtime Analyst, NCC, Network Control Center, Network Control Center

Realtime Analyst, NCC, Network Control Center, Network Control Center

Job ID: 10483925 | Amazon Japan G.K. - A43

Description

• Amazon aims to be the company that customers love most on earth, putting customer experience at the center of all activities. Amazon Customer Service (CS) places customer experience on the front lines of all CS channels, continuously striving to provide convenient, high-quality, and delightful experiences in every interaction. Within CS, Network Solutions designs, plans, and operates the world’s largest customer service network. We forecast demand, match customers to optimal experiences, and continuously improve service quality by building intelligent and adaptable systems. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem where CS is a growth driver and competitive advantage for Amazon. We are recruiting a realtime analyst to join the Customer Service Network Control Center (NCC). NCC is Amazon CS’s centralized incident management function. We detect, manage, and resolve major incidents affecting customers, associates, drivers, and brands in real time, collaborating with dozens of cross-functional teams to minimize customer impact and restore service. The NCC leads when system-wide outages occur, when contact volumes surge beyond forecasts, or when service disruptions threaten interactions with millions of customers. Amazon actively integrates the latest AI tools, including generative AI, into daily work to accelerate decision-making and focus on truly important judgments and discussions. Amazon supports a culture of continuous learning, with resources to deepen AI knowledge at your own pace.

• Key job responsibilities

• Incident detection and response: identify and verify new incidents across multiple data streams, work with the incident manager to activate incident management processes, and collect on-site intelligence so stakeholders can make fast, informed decisions.

• Real-time SL monitoring and mitigation: monitor service level performance at the interval level across planning groups and channels, identify SL risks through daytime trend analysis, and execute mitigation actions such as contingency staffing, skill flexing, and cross-site load balancing to restore service before customer impact becomes visible.

• Basic Qualifications

• 2+ years of experience in quality control or customer support roles

• Native-level Japanese

• Intermediate Excel skills (e.g., pivot tables and charts, multi-condition lookups, nested logical/IF functions, data cleansing, array formulas)

• Ability to work in a fast-paced, time-constrained environment

• Willingness and ability to work in a 24/7 shift environment, including night shifts, weekends, and holidays

• Preferred Qualifications

• Fluent English in speaking and reading/writing

• Program or project management experience

• Experience working in an analytics environment with cross-functional teams

• 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, please visit amazon.jobs/content/en/how-we-hire/accommodations for more information.