Business Analyst, NCC, Network Control Center
Amazon· Project/Program/Product Management--Non-Tech
About this role
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.
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.
Basic qualifications
- 2+ years of complex Excel VBA macros writing experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
Preferred qualifications
- Experience working with Tableau
- Experience using very large datasets
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.
Frequently Asked Questions
Is the salary disclosed for the Business Analyst, NCC, Network Control Center position at Amazon?
The salary for this Business Analyst, NCC, Network Control Center role at Amazon is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Business Analyst, NCC, Network Control Center position at Amazon located?
This Business Analyst, NCC, Network Control Center role at Amazon is based in Hyderabad, Telangana, IND. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Business Analyst, NCC, Network Control Center role at Amazon full-time or part-time?
This is listed as a full time position. It is posted as a Business Analyst, NCC, Network Control Center role in the Project/Program/Product Management--Non-Tech department at Amazon.
Which team or department does the Business Analyst, NCC, Network Control Center at Amazon belong to?
This Business Analyst, NCC, Network Control Center position is part of the Project/Program/Product Management--Non-Tech department at Amazon. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Business Analyst, NCC, Network Control Center position at Amazon?
Click the "Apply Now" button on this page. You will be redirected to Amazon's official application portal hosted on amazonjobs where you can submit your application directly.
When was the Business Analyst, NCC, Network Control Center job at Amazon posted?
This Business Analyst, NCC, Network Control Center position at Amazon was posted on Jul 29, 2026. Apply as soon as possible — early applications are often reviewed first.
Business Analyst, NCC, Network Control Center
Amazon
You'll be redirected to Amazon's official application page on amazonjobs.