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KIX Support Team Lead

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Jeddah, Makkah Province, Saudi Arabia Amazon Full time

The KIX team is a key component of Amazon's vision to provide Kindle customers with the world's largest content selection in their preferred format. As a Support Engineering Manager, you will lead a team of talented engineers based out of Mexico City and serve as a support leader alongside your peers across the company.

About the Role
  1. Develop business acumen: Develop a solid understanding of the business as it relates to the team's supported services and stay up-to-date on industry trends.
  2. Drive operational excellence: Participate in team-wide user groups to exchange support information, procedures, and best practices, and contribute to architecture design for the team.
  3. Improve system design and configuration: Build expertise in system design and configuration and contribute to architecture design for the team, and work with development and QA teams to help increase service supportability, scalability, and performance.
  4. Manage technical initiatives: Lead moderate initiatives that span multiple services such as efficiency and scaling, and manage team-wide outages ensuring accurate documentation and timely resolution.
PREFERRED QUALIFICATIONS
  • Experience managing on-call support coverage, escalation and critical issue management
  • Experience in contributing to the definition and implementation of automation opportunities within an operations environment