Program Manager, Tools and Systems Administrators

5 months ago

Hyderabad, India ADCI HYD 16 SEZ Full time

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for an exceptional program manager who is passionate about Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Tools Program Manager. The ideal candidate will possess both technical background that enables him/her to work with technology and a demonstrated ability to think broadly and strategically about global initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring understanding of technical infrastructure and stakeholder expectations.

Key job responsibilities
The successful candidate will:
- Configure end to end routing for Paragon Case Management System.
- Program manage various tools launch, Program launches, support configuration and provide expert advice for routing related business needs.
- Troubleshoot any routing related concerns for the stakeholder teams we support.
- Maintain and govern queue health by using dashboards and ensuring right stakeholders are involved.
- Develop use cases by gathering business requirements from stakeholder teams and work with software development and product teams to build required features.
- Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
- Understand change and use change management strategies and tactics to support projects. Ensures communication, training, and production support.

- Monitors project plans, secures resources, and drive change management strategies; collaborate effectively to achieve project goals
- Establishes the scope of the project and clearly define In-Scope and Out-Scope of the project.

- Reports and tracks all critical tasks in project. Follows right escalation channel to ensure delivery as planned.
- Effectively communicates - understands who needs information, what information is needed, who would provide that information and when is the information needed. Is also able to write good narratives and business cases.
- Measures and summarizes post closure analysis to clearly outline highlights, lowlights, opportunities and best practices from a project.

About the team
TASA is the backbone for Amazon's WW SPS organization working towards efficient routing configuration, maintenance and governance of investigation queues belonging to non-SP Support. In instances when routing fails, we troubleshoot configurations and dive deep to provide best solutions to WFM, change managers, GPOs and operations by bridging the gap with our partner tech teams. We also take ownership of migrating in scope investigation queues from one routing platform to another, as requested.

BASIC QUALIFICATIONS

- 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Experience with SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document

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