Cloud Computing Operations Lead

4 weeks ago

Hyderabad, Telangana, India myGwork Full time

About the Role:

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This is a highly sought-after position for an experienced leader to join our dynamic team at Amazon Web Services (AWS) in India. As an AWS India Support Manager, you will be responsible for leading a team of 15-20 Support Engineers providing world-class support on all AWS offerings.

The ideal candidate should have a strong background in managing teams and excellent communication skills to effectively collaborate with cross-functional teams, including sales, marketing, and development.

Responsibilities include:

  • Managing day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met
  • Driving personnel management to ensure engineers have what they need to provide best-in-class support
  • Participating in hiring processes to build/grow a team of Support Engineers in India
  • Influencing senior support engineers and development teams to improve customer support experience
  • Proposing, driving, and implementing initiatives within the support organization to maximize customer support experience
  • Effective team management to keep their focus on customers and develop their own careers
  • Handling escalations and guiding engineers to proper teams by diving deep into problems
  • Driving effective business and technical discussions

A successful AWS India Support Manager will also contribute to coaching/mentoring new hires, developing internal and external facing content, delivering training, partnering with development teams on complex issues or contact deflection initiatives, participating in new hiring, writing tools/scripts to help the team, or working with leadership on process improvement and strategic initiatives.

About Our Team:

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Diverse Experiences: Amazon values diverse experiences. 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:

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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.

Work/Life Balance:

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We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture.

Inclusive Team Culture:

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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.

Mentorship and Career Growth:

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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.

BASIC QUALIFICATIONS:

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- Bachelor's/Master's degree in Information Technology/Computer Science/Any engineering domain.

- 9+ years of experience in Information Technology, out of which 2+ years of experience in managing a team as a manager.

- Good understanding of web-related technologies, systems administration (Linux and/or Windows), and networking (DNS, TCP/IP, SSL, DHCP, Load Balancing).

- Strong experience in one of the technical domains - Application Programming in one or more of the following languages Java/Python/Ruby/.NET/Android/iOS OR Infrastructure/systems management experience OR DevOps Knowledge on operating system, hardware, storage, network, security, database administration, and cloud infrastructure.

- Expert-level knowledge in any one of the following: operating system/storage/network/security/database administration/cloud infrastructure.

- Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations.

- Good experience on hiring candidates, mentoring, and developing employees in their career; analyze, leverage data, and metrics, both qualitative and quantitative, to make decisions.

PREFERRED QUALIFICATIONS:

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- International experience is an added 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.

- AIML skills are preferred.

Salary: ₹30,00,000 - ₹50,00,000 per annum (depending on experience)

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