Senior Operations Manager , Support Engineering

• Bachelor’s degree in Engineering, Computer Science, IT Degree or equivalent experience.
• 10+ years of experience managing engineering/technical teams.
• Experience as a senior manager, including managing managers.
• Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
• Able to communicate effectively in English, within technical and business settings.


• MBA in an engineering or IT related discipline or equivalent experience.
• Technical experience in AWS services.
• Experience handling large enterprise technical customer escalations.
• Experience as a systems administrator or software development engineer.
• Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Python

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
As a Senior Operations Manager you will inspire and lead managers to provide bar raising leadership and management practices for our growing number of engineers. You will work hand-in-hand with global stakeholders on opportunities to drive operational excellence. With your people management skills, you will deliver through others and effectively engage with all levels of the organization to deliver key outcomes for the business.


Key job responsibilities
• Strategic Planning and Execution: Develop the strategic plan to achieve business objectives, define and execute initiatives to deliver customer outcomes, and track progress against goals to ensure the team remains focused.
• Incident and Escalations Management: Serve as the point of contact for customer engagement and issue resolution, manage critical incidents and escalations, and drive process improvements to scale with business growth.
• Team and Performance Management: Own all aspects of performance and career development for the team, mentor staff to maintain a world-class organization, and drive continuous improvement through audits, training, and accountability.
• Operational Excellence: Uphold and continuously improve operational standards across the site and globally, identify and own optimization initiatives, and set high performance expectations for the team.
• Senior Leadership and Customer Engagement: Engage with key stakeholders to deliver exceptional customer outcomes, remove roadblocks, and lead proactive and reactive communication with customers at senior levels.


About the team
Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into “the Cloud”. As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services.
Our Support Engineering team resolves customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings. Our engineers are also involved in hiring efforts and training/develop new members as well as being the “voice of the customer”.

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