ABOUT THIS ROLEOur technology teams play a key role in connecting listeners with millions of stories by imagining, designing, developing, and testing the software and applications that make up Audible's platform. As a Support Engineering Manager, you'll anticipate and seek out obstacles before they occur, and implement solutions that allow our engineers to fulfill strategic and tactical business goals. You'll coach teams to deliver visionary products and programs to deliver the most value for our millions of customers. This is a chance to drive the future of our technology, mentor future leaders, and inspire innovation.As a Support Engineering Manager, you will:Be a technical lead for organization and a support leader for peers across the companyHave a solid understanding of the business as it relates to the team's supported servicesLead or participate in team-wide user groups to exchange support information, procedures, and best practicesBuild expertise in system design and configuration and contribute to architecture design for the teamBe involved in all major technical decisions in the team, and work with development and QA teams to help increase service supportability, scalability, and performanceLead moderate initiatives that span multiple services such as efficiency and scalingManage team-wide outages ensuring accurate documentation and timely resolutionDefine aggressive SLAs and drive the team to meet them through metrics creation and analysisConduct team planning and reviewsHave an understanding of the technologies, tools, procedures, resources, and best practices used to improve operational excellenceDetermine best practices for code management, support, code builds, and code deploymentsParticipate and drive operational excellence across your teamTake a role in the strategic direction of the teamDisplay leadership core values and lead people#J-18808-Ljbffr