Manager II, Support Engineer, L5

1 week ago

Chennai, Tamil Nadu, India ADCI MAA 15 SEZ Full time
With over 120 million members, Goodreads is the world's largest site for readers and book recommendations. As a Top 100 web destination, our mission is to help people find and share books they love.

Goodreads members can discover new books by seeing what their friends and members of the community are reading or by using the Goodreads Book Recommendation Engine.

Come join us and be a part of Amazon family here at Goodreads. At Goodreads, you will be part of a Goodreads Support Engineering team which provides tier-2 and tier-3 production support.

You will be on a dynamic team that works on a broad range of technologies which impact the back-end infrastructure and operational capabilities of large-scale Goodreads community.

As a Support EngineerManager , you'll also be working in conjunction with development team on production operations to deploy these new products and manage our infrastructure, associated processes and systems.

This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.

Key job responsibilities

  • Monitor & Drive team to Resolution of Trouble Tickets within defined SLA's. Drive escalations to engineering team.
  • Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
  • Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes.
  • Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
  • Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
  • Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
  • Resource planning to support various program asks.
  • Drive initiatives to maximize operational efficiency.
  • Defining measurable metrics to gauge progress against objective Support goals.
  • Build best-of-class support engineering team
About the team
With over 120 million members, Goodreads is the world's largest site for readers and book recommendations. As a Top 100 web destination, our mission is to help people find and share books they love.

Goodreads members can discover new books by seeing what their friends and members of the community are reading or by using the Goodreads Book Recommendation Engine.

Come join us and be a part of Amazon family here at Goodreads. At Goodreads, you will be part of a Goodreads Support Engineering team which provides tier-2 and tier-3 production support.
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND

BASIC QUALIFICATIONS
B.E. in Computer Science or a related field.
2+ years of experience building, managing engineering teams.
9+ years overall development/technical support experience.
knowledge of programming, Operating System and Cloud technology concepts preferred
Comfortable communicating cross-functionally and across management levels in formal and informal settings
Shows creativity and initiative to improve productivity using automation or creative processes.
Ability to understand technical specifications, distributed systems architecture and ability to deep dive on service/application logs

PREFERRED QUALIFICATIONS

  • Hands-on technical expertise
  • Experience with mission critical, 24x7 systems
  • Excellent verbal and written communication skills
  • Ability to handle multiple competing priorities in a fast-paced environment
  • Experience in preparing quality metrics and effectively engaging with stakeholders to set and drive quality goals.

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