This job is with Amazon, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Description
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 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 providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers resolve customers 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.
Key job responsibilities
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. As we operate on a follow-the-sun model, with Support Engineering sites located globally, there is no after hours on-call or mandated overtime in this role!
A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.
AWS Support is 24/7/365 operations and shift work will be required in afternoon i.e. 1 PM to 10 PM IST
A day in the life
Key Expectations Of The AWS India Support Manager Include
- Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met.
- Drive personnel management ensuring the engineers have what they need to provide best-in-class support.
- 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.
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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud
Basic Qualifications
- 9+ years of experience in technical support, engineering or operations environment, 4+ of which should be in managing technical teams.
- Bachelor's degree OR equivalent experience in a technical position.
- Proven track record of delivering results through people, business and operations management.
- Hands on experience in one of the technical domains -Networking, Security, Firewall, Load Balancer, WAF, DNS, DHCP
- Strong verbal and written communication skills, which will be key in driving customer communication during AWS critical events.
Preferred Qualifications
- Proven track record of driving improvement programs in the operations, engineering and support fields.
- Highly motivated and passionate about technology - should have good understanding of the technology that the person is managing
- The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader must have a track record of achieving that balance.
- AWS SAA certification will be plus.
