AWS Technical Operations Manager
4 weeks ago
About the Role
AWS India - Karnataka is seeking an experienced Technical Operations Manager to lead our team of Support Engineers in India. As a member of our AWS Support team, 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 smart, 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.
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.
- 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.
Requirements
- 9+ years of experience in technical support, engineering or operations environment, 4+ of which should be in managing technical teams; BE/B.Tech or equivalent/higher degree preferred.
- Proven track record of driving improvement programs in the operations, engineering and support fields.
- 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.
Preferred Qualifications
AWS SAA certification will be plus.
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