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Manager II Support Engineer

4 months ago

Chennai, India ADCI MAA 15 SEZ Full time
Amazon Music
Imagine being a part of an agile team where your ideas have the potential to reach millions. Picture working on cutting-edge consumer-facing products, where every single team member is a critical voice in the decision-making process. Envision being able to leverage the resources of a Fortune-500 company within the atmosphere of a start-up. Welcome to Amazon Music, where ideas are born and come to life.

Everyone on our team has a meaningful impact on product features, new directions in music streaming, and customer engagement. We are looking for new team members across a variety of job functions including software engineering/development, marketing, design, ops, and more. Come join us as we continue to make history by launching exciting new projects.

Our team is focused on building a personalized, curated, and seamless music experience. We want to help our customers discover up-and-coming artists, while also having access to their favorite established musicians. We build systems that are distributed on a large scale, spanning our music apps, web player, and voice-forward audio engagement on mobile and Amazon Echo devices, powered by Alexa to support our customer base. Amazon Music offerings are available in countries around the world and our applications support our mission of delivering music to customers in new and exciting ways that enhance their day-to-day lives.

Come innovate with the Amazon Music team
As a Support Engineering Manager for Amazon Music team you would be managing a talented team of support engineers resolving technical problems. You identify customer problems, demonstrate excellent judgement skills in decision making, mentoring and growing talent. You inspire people, motivate the team, drive the culture of innovation, implement support engineering best practices, and have commitment and grit to deliver results. You improve the customer experience with technical support, case escalations, and service quality. You are responsible for overall productivity, quality, and delivery of support engineering services. To make sure your team provide high quality support, you facilitate their connection to subject matter experts and learning opportunities. You are responsible for team schedules and goals. You help scope technical efforts and identify risks. You stay connected and resolve blockers. You communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. You manage escalations and make sure customer needs are met. You drive Operational Excellence that improve processes (e.g., automating ad-hoc or manual steps). You ensure team compliance with policies (e.g., information security, data handling, service level agreements.). You hold postmortems and document lessons-learned in COEs to ensure that problems don’t repeat.

Key Responsibilities Include:
- Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
- Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
- Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
- Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
- Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
- Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
- Resource planning to support various program asks.
- Drive initiatives to maximize operational efficiency.
- Defining measurable metrics to gauge progress against objective Support goals.
- Build best-of-class support engineering team

We are open to hiring candidates to work out of one of the following locations:

Chennai, TN, IND

BASIC QUALIFICATIONS

- BS in Computer Science or equivalent combination of technical education and work experience
- Dedicated and committed
- External hires should have minimum of 7 - 10 years of relevant experience
- Should have at least 2 year of experience in managing a team of 10-15 Engineers
- Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers

- Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.

- Very strong stakeholder management and communication management.
- Good command over Windows and Excel
- Strong analytical skills and ability to work in an unstructured and evolving environment
- Good people manager who can manage and motivate direct reports and get the best out of them

PREFERRED QUALIFICATIONS

- BS in Computer Science or equivalent combination of technical education and work experience
- External hires should have minimum of 7 - 10 years of relevant experience
- Should have at least 2 year of experience in managing a team of 10-15 Engineers
- Strong organizational skills, tracking multiple test executions simultaneously and ability to synthesize the results
- Experience working and coordinating with distributed worldwide teams preferred
- Shows creativity and initiative to improve productivity by Innovative means like Developing New tools
- Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
- Demonstrated skill and passion for problem solving and operational excellence.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation