Operations Manager, AMS
DESCRIPTION
Amazon has built a reputation for excellence and Amazon Web Services India Private Limited (AWS India) the local reseller of AWS is carrying on that tradition while leading the world in Cloud technologies.
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
AWS Services provides developers and small to large businesses access to the horizontally scalable state of the art cloud infrastructure like S3, EC2, AMI, Cloud Front and Simple DB, that powers Amazon.com. Developers can build any type of business on AWS Platform and scale their application with growing business needs. We want you to help share and shape our mission to be Earth's most customer-centric company. Our evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.
AWS Managed Services is designed to accelerate cloud adoption, it simplifies deployment, migration, and management using automation and machine learning, backed up by a dedicated team of Amazon employees. AWS Managed Services provides ongoing management and operations of the AWS infrastructure. It automates common activities such as change requests, monitoring, patch management, security, and backup services, and provides full-lifecycle services to provision, run, and support your infrastructure.
Key job responsibilities
We are looking for someone that is about being at the forefront of transformational technology and assisting enterprise customers take advantage of a growing set of AWS services and features to run their mission-critical applications. You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class operations is critical to customer success.
Every day will bring new and exciting challenges on the job while you:
* Define and Execute Business Priorities - You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
* Team and Performance development - You will own all facets of performance and career management for the team. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.
* Operational Excellence - You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
* Recruiting and Hiring - You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth.
* Incident and Escalations Management - You will lead team/s to provide customers with exceptional outcomes during times of customer needs and drive positive customer the outcomes. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.
* Engage with Director and C-Level executives to understand business needs. Go “toe to toe” with customer technical stakeholders on most issues, and use your judgement when to pull in the heavyweight engineers/architects as necessary. Be the voice of the customer and work with internal AWS resources to ensure that the customer’s SLA’s are met. Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.
* Champion and advocate for customer requirements within AWS (e.g. feature requests). Participate in customer requested meetings (onsite or via phone). You will own accountability to provide our customers with an exceptional experience and assist customers in their time of need with highly technical and customer focused service.
* You will represent Amazon and AWS as your team addresses operational issues in customer environments and field technical inquiries from customers who are seeking help with AWS services.
* You will be responsible for measuring and driving operational excellence. You will drive customer communications during AWS critical events and drive projects that improve customer experience and support related processes.
* AWS Managed Services is 24/7/365 operations and Operations Manager role is required to work in India Night Shift Hours.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
BASIC QUALIFICATIONS
Bachelor’s degree OR equivalent experience in a technical position.
9+ years of experience in technical support, engineering or operations environment, 3+ of which should be in managing technical teams.
Experience in Managed Service provider managing IT environments on behalf of customers.
Must have a record of driving projects to improve operations and support-related processes and the right technical support experience.
PREFERRED QUALIFICATIONS
Strong Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.)
Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Python·
Strong verbal and written communication skills, which will be key in driving customer and internal communications.
Ready to work in India night shift hours.