Business Analyst, NCC, Network Control Center

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 Business Analyst to join the Network Control Center (NCC), Amazon's central incident management function for Customer Service. The 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 responsible to be the single source of truth in terms of data and analysis during and after incidents, and ensure metrics at leadership level is reported accurately. Key job responsibilities - Real-Time Incident Analytics — Serve as the single source of truth for data and analysis during high-severity incidents, providing actionable insights to guide response decisions and minimize customer impact. - Post-Incident Reporting & Metrics — Deliver accurate, leadership-level metrics and post-incident analysis, ensuring root causes, impact scope, and resolution timelines are clearly documented. - Cross-Functional Data Coordination — Partner with dozens of response teams during incidents to aggregate, validate, and synthesize data from multiple systems, enabling a unified operational picture. - Trend Identification & Proactive Insights — Analyze incident patterns, contact volume spikes, and service disruption data to identify recurring issues and recommend preventive measures that reduce future customer impact.