AWS Operations Manager, Support Engineering

2+ years managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams.
• Highly technical and analytical; will have a strong focus on operational excellence and quality management.
• Data and metrics driven focus, both qualitative and quantitative.
• Strong analytical background; comfortable in ambiguous situations.
• Strong verbal and written communication skills; able to write strong business proposals

Amazon is a world leader in Web-related technologies and services. Now, with Amazon Web Services (AWS) it is at the forefront of Cloud technologies, helping individuals and businesses take their computing infrastructure and applications into “the Cloud”.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We have a team of talented engineers located in a number of global locations.

We are seeking an Operations Manager with strong operational and technical leadership skills to lead a team of highly technical support engineers. As a member of the AWS Support team, you will interact with the full breadth of AWS services to deliver the best possible customer experience. You will be surrounded by smart people who are passionate about cloud computing and believe that world-class support is critical to customer success.

Your team will field technical inquiries from customers who want help using AWS services. You will work directly with AWS engineering teams to ensure that we deliver a high quality, quick resolution customer experience. You will be involved in leading global teams, influencing cross-site collaboration, and forging innovation within your team. In addition, you will drive customer communication during AWS critical events.

As Operations Manager, you will do much more than manage the operations team. You will be leading a team that builds automation and services that make operating a massive-scale infrastructure simple and easy, and you will own the end-to-end customer experience and channel the requirements to improve the service performance, scalability and reliability.

Key job responsibilities

The ideal candidate will look like this…
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 of recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
Have an understanding of Linux, networking & other technologies. The ideal candidate will have past experience working with an infrastructure team. You will also have a strong level of knowledge in Linux, and/or Windows. You will enjoy keeping your technical skills reasonably current, to the point that you can still contribute to architectural discussions. You regularly take part in deep-dive troubleshooting exercises and drive technical root cause analysis of complex issues.
Have strong project & product management experience. The successful candidate will feel comfortable defining project priorities. This will include helping innovate and invent new value-add services layered on top of our existing services. You will need excellent technical project management skills to deliver product roadmap items as well as other cross-team projects. Experience with Agile methodologies is an advantage.
Know how to run a tight, lean, efficient operation. The right candidate will want to measure and report everything and be very data driven. He/she will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
Be great fun to work with. Our company credo is “Work hard. Have fun. Make history”. The right candidate will love what they do and instinctively know how to make work fun.

A day in the life
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.

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Preferred Qualifications
• Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions.
• Experience operating mission-critical online services. Experience in an internet operational environment, including multiple data centers and thousands of servers.
• Experience managing IT environments on behalf of customers.
• 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.
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
• Degree in Computer Science, Engineering, Mathematics or a related field.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.