Job Description

ABOUT US

Amazons technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in Amazon Internet Services Private Limited (AISPL), you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world-class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.

Amazon has a fast-paced environment where we Work Hard, Have Fun, Make History.” On a typical day, an Engineer might thoughtfully work with customers to dive deep into the root cause of an issue, investigate why a metric is trending the wrong way or deployment is failing, consult with a diverse range of engineers at AISPL and discuss radical new approaches to automate operational issues.

ROLE DESCRIPTION

The AWS Premium Support team in Amazon Internet Services Private Limited (AISPL) is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer-facing Support Engineers resolve customers’ technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.

Apart from working on a broad spectrum of technical issues, and AWS Engineer may also coach/mentor new hires, develop internal and external facing contents, deliver training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

Our Engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after-hours on-call or mandated overtime in this role!

A suitable candidate would be someone who is extremely customer-focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.

Key expectations of the AWS Support Manager include:

• Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met.
• Drive personnel management ensuring the engineers have what they need to provide best-in-class support.
• Participate in Hiring Process to hire and build/grow a team of Support Engineers in India.
• Influence Sr. Support Engineers and development teams to improve the customer support experience.
• Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.
• Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own careers.
• Handle escalations and guide engineers to the proper teams by diving deep into the problem.
• Drives effective business and technical discussions.

Basic Qualifications

• Bachelors / Master’s degree in Information Technology / Computer Science / Any engineering domain.
• 10+ years of experience in Information Technology. Out of which, 2+ years of experience in managing the team as a manager.
• Hands-on Technical experience in
• Infrastructure/systems management experience
• Networking Protocols and Services
• Network related troubleshooting skills
• Knowledge of the operating system, hardware, storage, network, security, database administration, and cloud infrastructure
• Expert level of knowledge in any one of the following: operating system/storage/network/security/database administration/cloud infrastructure.
• Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations.
• Good experience in hiring candidates, mentoring and developing employees in their careers.
• Analyze, leverage data and metrics, both qualitative and quantitative to take decisions.

Preferred Qualifications

• Prior experience of working with AWS Services
• Experience with building and operating a cloud-based architecture.

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, disability, age, or another legally protected status.