AWS Operations Manager
3 weeks ago
Key Responsibilities
- 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.
- Manage 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.
Basic Qualifications
- 9+ years of experience in technical support, engineering or operations environment, 4+ of which should be in managing technical teams.
- Highly motivated and passionate about technology – should have good understanding of the technology that the person is managing.
- Proven track record of driving improvement programs in the operations, engineering and support fields.
- BE/B.Tech or equivalent/higher degree preferred.
- Proven track record of delivering results through people, business and operations management.
- Hands on experience in one of the technical domains – Cloud Exposure, Strong in DevOps, CI/CD, Kubernetes, Docker, Container, development/programming skills.
- Strong verbal and written communication skills, which will be key in driving customer communication during AWS critical events.
- Fluency in both written and verbal Japanese (Japanese Language Proficiency Test JLPT Level N1 or equivalent).
Preferred Qualifications
- International experience is a bonus.
- 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.
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