Technical Operations Manager
3 weeks ago
We are seeking an experienced Technical Operations Manager to lead our Support team in AWS India. As a key member of our team, you will be responsible for managing the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.
Key Responsibilities- Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.
- Drive personnel management, ensuring engineers have what they need to provide best-in-class support.
- Participate in hiring processes to build and grow a team of Support Engineers in India.
- Influence Senior 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 engineers effectively to keep their focus on customers and develop their careers.
- Handle escalations and guide engineers to the proper teams by diving deep into problems.
- Drive effective business and technical discussions.
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 content, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.
About the TeamOur team is diverse and passionate about cloud computing. We believe that world-class support is critical to customer success. We operate on a follow-the-sun model, with Support Engineering sites located globally, and there is no after-hours on-call or mandated overtime in this role.
Why AWSAmazon 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.
Basic Qualifications- 9+ years of experience in technical support, engineering, or operations environment, with 5+ years in managing technical teams.
- BE/B.Tech or equivalent degree, with higher education preferred.
- Highly motivated and passionate about technology, with a good understanding of the technology being managed.
- Proven track record of driving improvement programs in operations, engineering, and support fields.
- Strong experience in one of the technical domains — Database, Big Data, AI & ML, Analytics.
- Knowledge of operating system, hardware, storage, network, security, database administration, and cloud infrastructure.
- Strong verbal and written communication skills, essential for driving customer communication during AWS critical events.
- International experience is an added bonus.
- The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus.
- AIML skills are preferred.
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