Operations Manager
1 month ago
As a key member of the AWS India Support team, you will be responsible for leading a team of 15-20 Support Engineers in providing world-class support on all AWS offerings. You will be the voice of the customer, working closely with development teams to identify and resolve complex technical issues.
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 engineers have what they need to provide best-in-class support.
- Participate in the hiring process to build and grow a 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 engineers in the team effectively, keeping their focus on customers and developing their careers.
- Handle escalations and guide engineers to the proper teams by diving deep into problems.
- Drive effective business and technical discussions.
- 9+ years of experience in technical support, engineering, or operations environment, with 4+ years of managing technical teams.
- 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.
- 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, such as Cloud Exposure, DevOps, CI/CD, Kubernetes, Docker, Container, development/programming skills.
- Strong verbal and written communication skills, essential for driving customer communication during AWS critical events.
- Fluency in both written and verbal Japanese (Japanese Language Proficiency Test JLPT Level N1 or equivalent).
- 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 a plus.
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