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.
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.
Key job responsibilities
• 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.
• Team and Performance development: performance and career management for the team, mentor all members in order to maintain a well-rounded, world class organization.
• 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.
• Recruiting and Hiring
• 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.
About the team
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.
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".
ABOUT AWS:
Diverse Experiences
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.
Why AWS
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.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Inclusive Team Culture
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 (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
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.
• Bachelor's degree in Engineering, Computer Science, IT Degree or equivalent experience.
• 7+ years of experience managing engineering teams.
• Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
• Process improvement, project/program management experience in delivering key business outcomes.
• Able to communicate effectively in English, within technical and business settings.
