*** Please note for this position, the core business hours of operation while in Daylight Time are from 8am-4pm PDT (10am-6pm CDT, 11am-7pm EDT). You can be located in any site location time zone within the US but please only apply to this position if you are able to accommodate these core hours.***
Amazon Web Services (AWS) is seeking a highly motivated manager who is passionate about people, operations and technology. Someone who wants work with and learn one of the fastest growing Cloud platforms in the world and deliver extraordinary customer experience. 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 Support team you will be at the forefront of this transformational technology, assisting 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 you will be responsible for the day to day management, development, coaching and engagement of highly skilled Incident Management Engineers who are focused on delivering an extraordinary customer experience in every interaction. You will be part of a new global Incident Management team being built within the Event and Escalation Management team. This role has global responsibility and is focused on providing critical incident management for customers in their time of need. This role has direct interaction at the Director, General Manager and Vice President layers of the organization.
Every day will bring new and exciting challenges whilst you:
• Drive customer experience and operational excellence improvements across the Incident Management team globally.
• Build mechanisms that help the team scale.
• Hire, Develop and Inspire a team of Incident Management Engineers
• Work closely with peers to drive initiatives and outcomes at the local and global level.
• Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.
The ideal candidate will:
– Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
– Have a strong understanding of Mission Critical and Incident Management practices. The ideal candidate will have past experience working and managing mission critical events and have a strong knowledge of incident and problem management methodologies. You will also need and architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.
– Have strong project & product management experience. The successful candidate will feel comfortable defining the priorities for a infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project.
– Knowledge / experience building mission critical systems that support internal Engineering workflows.
– Know how to run a lean and efficient operation. Will want to measure everything and be very data driven. They will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA | Herndon, VA, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
• Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience
• 5+ years of experience managing teams in relevant service reliability or mission critical operations.
PREFERRED QUALIFICATIONS
• Highly technical, analytical with a strong focus on operational excellence.
• Experience working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
• Experience managing IT environments on behalf of customers.
• ITIL V3 qualification.
• Flexible work schedules (weekends and/or evenings when required).
• Strong verbal and written communication skills and demonstrated technical leadership.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,300/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.