Address
SalaryDESCRIPTION
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 on the E2M team, you will be responsible for ensuring that Escalation Engineers are set up for success. You will manage the day to day, development, coaching and engagement of highly skilled Escalation Engineers who are focused on delivering an extraordinary customer experience in every interaction.
You and your team will be responsible for executing and managing incident conference calls during performance and availability issues experienced by AWS Services. You will set the direction and culture of your team by managing individual and team performance expectations and goals that focus on improving the detection and response to issues impacting AWS Services. As a leader and point of contact during critical incidents, you will ensure problems are being driven towards resolution and act as an advocate of the customer.
You will partner with engineering, product managers, and business leaders to address defects identified during incidents. You will establish and conduct reviews that enable leaders throughout AWS to inspect aggregated performance data and make informed decisions on where to prioritize efforts.
This role has direct interaction at the Director, General Manager, and Vice President levels of the organization.
Every day will bring new and exciting challenges whilst you:
· Drive customer experience and operational excellence improvements across the Event and Escalation Management team globally.
· Hire, Develop and Inspire a team of Escalation 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 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 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.
- Know how to run a tight, lean, efficient operation. The right candidate 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.
- Be great fun to work with. Our company credo is “We Pioneer”. The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun.
We are open to hiring candidates to work out of one of the following locations:
Sydney, NSW, AUS
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
· The right person will be highly technical, analytical and will have strong focus on operational excellence.
· Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
· Demonstrated ability to understand cloud service architecture and operational parameters, and/or experience managing distributed systems.
· Flexible work schedules (weekends and/or evenings when required).
· Strong verbal and written communication skills and demonstrated technical leadership.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
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 other legally protected attributes.
