• Sr. Service Delivery Manager (TAM)

    Location IN-MH-Mumbai
    Posted Date 2 weeks ago(06-06-2018 15:39)
    Job ID
    Amazon Internet Services Private Limited (Mumbai)
  • Job Description

    Amazon has built a global reputation for being the most customer-centric company, a company that customers from all over the world recognize, value, and trust for both our products and services. Amazon has a fast-paced environment where we “Work Hard, Have Fun and Make History.”

    As an increasing number of enterprises move their critical systems to the cloud, Amazon Internet Services Private Limited (AISPL) is in need of highly efficient account management and service delivery talent to help our largest and strategically important customers navigate the operational challenges and complexities of AWS Cloud. We are looking for Sr. Service Delivery Managers to be at the forefront of transformational technology and assist enterprise customers to take advantage of a growing set of AWS Cloud services and features to run their mission-critical applications. This is not a sales role, but rather an opportunity to be the principal account manager for organizations ranging from start-ups to large enterprises.

    As a Sr. Service Delivery Manager, you are engaged at the account level in providing visibility, service reviews and reporting through all phases of the implementation lifecycle, as well as working closely with other AISPL teams to ensure that all changes to a customer’s environment are smoothly carried out while meeting capacity needs and service level agreements. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available in AWS Cloud. We are seeking individuals with strong backgrounds in I.T. Delivery and in any of these related areas such as Solution Designing, Application and System Development, Database Management, Big Data and Analytics, DevOps Consulting, and Media technologies.

    Every day will bring new and exciting challenges on the job while you:
    § Build strategic roadmaps and drive achievement of key milestones for our largest and critical customers in a post-sales relationship.
    § Engage with Director and C-Level executives to understand business needs and establish strong executive relationships.
    § Work with customers to provide visibility and guidance around their AWS Cloud Services account through regular Operational Service Reviews and Reporting.
    § Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.
    § Work with the customers on operational and tactical issues such as establishing change black-out dates, following up with customers to drive adoption of security and patch compliance best practices.
    § Be involved in the change management process of the customer’s environment to ensure success and service uptime.
    § Work with application owners to develop and standardize test, upgrade, and release management processes.
    § Go "toe to toe" with customer technical stakeholders on most issues, and use your judgment when to pull in the heavyweight engineers/consultants/architects as necessary.
    § Be the voice of the customer and work with internal AISPL resources to ensure that the customer’s SLA’s are met. Raise internal awareness of customer impacting bugs and issues, and drive the appropriate prioritization for fixes and responses.
    § Champion and advocate for customer requirements within AWS Cloud (e.g. feature requests).
    § Participate in customer requested meetings (onsite or via phone).
    § Provide oversight of escalation, prioritization, and communication and drive customer communication during critical events.
    § Establish working relationships with other AISPL account team members such as AMs, BDMs to achieve best results for the customer.
    § Be available outside of business hours to help coordinate the handling of urgent issues as needed.

    Basic Qualifications

    § Bachelor’s Degree in Computer Science, IT, Math, or related discipline required, or equivalent work experience.
    § 7+ years of experience working in a customer facing service delivery/technical account management role with a high level of accountability.
    § 5+ years of experience in a customer-facing technical role (design/implementation/consulting) at a cloud services provider, managed services provider or managed hosting provider.
    § Excellent written and oral communication skills to successfully engage with customers and colleagues. This role will require the creation of content such as whitepapers, presentations, project plans and other written deliverables.
    § High level of comfort communicating effectively across internal and external organizations.
    § Presentation skills; high degree of comfort with both large and small audiences.
    § Well-honed incident management skills at various levels of complexity.
    § Experience in Service Level Reviews, Reporting and Management.
    § Technical Program or Project Management experience.
    § Track record of ramping up quickly in an evolving and challenging role.
    § Ability to manage multiple tasks and projects in a fast-moving environment.
    § Proven track record of exceptional customer focus.
    § Be mobile and travel to client locations as needed.

    Preferred Qualifications

    § Understand the concepts of virtualization and cloud computing.
    § Past experience in a technical role (systems or network administration/operations or similar).
    § Experience with AWS Cloud services and/or other cloud offerings.

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