Operations Manager, Support Engineering

As a Support Engineering Operations Manager, your core role will be to provide leadership & management to our operations engineers. You will work hand-in-hand with senior stakeholders on opportunities to improve our operational practices. Also, work across customer organizations and multiple AWS teams to ensure customers are delivered bar raising service.

AWS Sales, Marketing, and Global Services (SMGS) 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 has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into "the Cloud". As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services.

1. Define and Execute Business Priorities: defining strategic goals for the team as well as planning/documenting key projects and initiatives and tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
2. Team and Performance development: performance and career management for the team, mentor all members in order to maintain a well-rounded, world class organization.
3. Operational Excellence: You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
4. Recruiting and Hiring
5. Be the voice of the customer and work with internal AWS resources to ensure that the customer's SLA's are met. Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.

Our Support Engineering team resolves customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings. Our engineers are also involved in hiring efforts and training/develop new members as well as being the "voice of the customer".

1. Bachelor's degree in Engineering, Computer Science, IT Degree or equivalent experience.
2. 7+ years of experience managing engineering teams.
3. Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
4. Process improvement, project/program management experience in delivering key business outcomes.
5. Able to communicate effectively in English, within technical and business settings.

1. MBA in an engineering or IT related discipline or equivalent experience.
2. Technical experience in AWS services.
3. Experience handling large enterprise technical customer escalations.
4. Experience as a systems administrator or software development engineer. Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Python.

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 is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.