Technical Operations Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

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 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.

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.

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 providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers resolve customers' 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.

A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. AWS Support is 24x7x365 operations and work timings for this role is in India night time i.e. 7 PM to 4 AM IST or 11 PM to 8 AM IST. You are expected to work in night shifts hours based on business requirements.

Key job responsibilities

Key expectations of the AWS India Support Manager include:

  1. Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met.
  2. Drive personnel management ensuring the engineers have what they need to provide best-in-class support.
  3. Participate in Hiring Process to hire and build/grow team of Support Engineers in India.
  4. Influence Sr. Support Engineers and development teams to improve the customer support experience.
  5. Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.
  6. Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career.
  7. Handle escalations and guide engineers to the proper teams by diving deep into the problem.
  8. Drives effective business and technical discussions.

A day in the life
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. There is no after hours on-call or mandated overtime in this role

BASIC QUALIFICATIONS

- Bachelors / Master's degree in Information Technology / Computer Science / Any engineering domain.
- 9+ years of experience in Information Technology. Out of which, 2+ years of experience in managing team as manager.
- Good understanding of web related technologies, Systems administration (Linux and/or Windows) and Networking (DNS, TCP/IP, SSL, DHCP, Load Balancing). Strong experience in one of the technical domains – Application Programming in one or more of the following languages Java/Python/Ruby/.NET/Android/iOS OR Infrastructure/systems management experience OR DevOps Knowledge on operating system, hardware, storage, network, security, database administration and cloud infrastructure; Expert level of knowledge in any one of the following: operating system / storage / network / security / database administration / cloud infrastructure; Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations.
- Good experience on hiring candidates, mentoring and developing employees in their career; Analyze, leverage data and metrics, both qualitative and quantitative to take decisions.

PREFERRED QUALIFICATIONS


• International experience is an added bonus.

• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader must have a track record of achieving that balance.

• AIML skills is preferred.

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.

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