Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Premier Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.
As an Operations Manager and senior member of the team, you will be directly responsible for the day-to-day management of a team of Cloud Support Engineers and Team Leads as well as the overall operational excellence of the support site, delivery to AWS Premium Support customers and acting as an escalation point for both internal and external customers.
Define and Execute Business Priorities You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
Team and Performance Management You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.
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 You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.
Incident and Escalations Management You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.
You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.
· 12+ years of experience in a technical support, engineering or operations environment 3+ off which should be in managing technical teams. · Highly motivated and passionate about technology – should have good understanding of the technology that the person is managing. · Have a proven record of driving improvement programs in the operations, engineering and support fields.
Must have BE/B.Tech or equivalent degree. Higher education preferred. · International experience is an added bonus · Proven track record of delivering results through people, business and operations management. · Hands on experience in one of the technical domains – · Strong knowledge on Microsoft operating systems(server & desktop), Active Directory Services, Microsoft Exchange Server/IIS OR Microsoft Azure · Microsoft certification is preferred · Strong verbal and written communication skills, which will be key in driving customer communication during AWS critical events. · The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader must have a track