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Technical Service Manager II

Technical Service Manager II

Job ID 
Posted Date 
ADCI - Karnataka
Recruiting Team 

Job Description

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.

Amazon, one of the top 100 companies in the United States, has an immediate opening for an Incident Response Manager (IRT) in our Bangalore corporate office. The successful candidate must have demonstrable leadership skills in a fast-paced environment. She/he will ensure fast and accurate high-severity triage for a global remote support organization, lead root cause investigation, implement changes to avert future risk and drive process improvements for Global Operation teams. Candidate must be forward thinking with a high degree of customer service focus and excellent communication skills. The IRT manager serves as the liaison and escalation point to Field Operations and Field IT.

Amazon seeks individuals who are willing to Work Hard, Have Fun, and join us in making Worldwide History.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Basic Qualifications

  • 5+ years people management experience
  • 5+ years in incident management
  • Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk.
  • Experience communicating cross-functionally and across all management levels
  • Willingness to work flexible schedule as necessary
  • Bachelor's degree required
  • Project management skills
  • Technical experience in one or more IT related fields including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management
  • Ability to travel up to 30%

Preferred Qualifications

  • Bachelor’s degree in Computer Science, Information Systems, Engineering, Business or technical discipline
  • High Degree of ownership in all matters within IT infrastructure and root cause analysis
  • Experience managing teams in a high pressure IT environment
  • Experience in high-severity triage, escalations and issue management
  • Demonstrated problem solving ability
  • Proven skills in leadership development and team building
  • Superior technical aptitude
  • Proven ability to manage complex tasks
  • Strong analytical skills
  • Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.