Technical Operations Manager

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. Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India, 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. The AWS India Support team is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers on the night shift, providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers provide customer's workload review and resolve 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, an AWS India Support Manager may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, 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 into the development teams for recurring issues or feature requests. Key job responsibilities Key expectations of the AWS India Support Manager include: • Manage the day-to-day operations of the India night shift, ensuring seamless collaboration with other managers , adequate team staffing and SLA commitments are met. • Drive personnel management ensuring the engineers have what they need to provide best-in-class support. • Ensure quality of the workload reviews and the customer sentiment. • Participate in Hiring Process to hire and build/grow 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 career. • Handle escalations and guide engineers to the proper teams by diving deep into the problem. • Drives effective business and technical discussions.

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. Work/Life Balance