Technical Operations Manager
Amazon
Technical Operations Manager
Amazon
Sells products online and rents cloud computing
AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.
AWS is responsible for driving revenue adoption and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Amazon's technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart passionate about cloud computing and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.
The AWS India Support team is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers on the night shift providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers provide customer's workload review and resolve technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.
Apart from working on a broad spectrum of technical issues an AWS India Support Manager may also coach/mentor new hires develop internal and external facing contents deliver trainings partner with development teams on complex issues or contact deflection initiatives participate in new hiring write tools/script to help the team or work with leadership on process improvement and strategic initiatives. Our Engineers are also the "voice of the customer" and have a strong voice into the development teams for recurring issues or feature requests.
Key job responsibilities
• Key expectations of the AWS India Support Manager include: • Manage the day-to-day operations of the India night shift ensuring seamless collaboration with other managers adequate team staffing and SLA commitments are met. • Drive personnel management ensuring the engineers have what they need to provide best-in-class support. • Ensure quality of the workload reviews and the customer sentiment. • Participate in Hiring Process to hire and build/grow team of Support Engineers in India. • Influence Sr. Support Engineers and development teams to improve the customer support experience. • Propose drive and implement initiatives within the support organization to maximize the customer support experience. • Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career. • Handle escalations and guide engineers to the proper teams by diving deep into the problem. • Drives effective business and technical discussions.
About the team
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
- 5+ years of managing with a track record of success experience
- 7+ years of engineering team management in a fast-paced operations environment experience
- Experience as a manager with a track record of success
- Experience in engineering teams management in a fast-paced operations environment
- Bachelor's degree in Engineering, Computer Science, or a related technical field
- Master of Business Administration
- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations
- Experience in AWS services
- Experience in project and program management and delivering key business outcomes
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.
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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