Manager, Robotics Technical Support, Amazon Robotics Technical Support (Arts)

Amazon Commercial Services Pty Ltd; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Amazon Robotics in Melbourne seeks an experienced Technical Manager to build and lead the new Robotics Technical Support team. You will recruit, mentor and manage directs, align with Software & Engineering teams globally, and own incident management in high severity situations.

This role includes weekend manager-on-call for select events and requires a Bachelor’s degree in CS/IT or related field, 4+ years of management, and a proven track record in metrics, KPIs and SLAs.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field is required.
• 4+ years of management or direct team leader experience in a complex technical support environment.
• Proven track record in design, implementation and optimisation of metrics, KPIs, SLAs, etc.
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions.

Responsibilities

• Manage, recruit, interview, hire, coach and mentor directs.
• Ensure directs are up to date with company policies, procedures and regulations, while meeting productivity targets.
• Lead regular 1:1 sessions to motivate and develop directs and reach goals.
• Create and maintain a healthy and positive work culture.
• Implement and meet departmental and company goals to improve business outcomes.
• Identify problem areas and implement effective solutions.
• Evaluate employee performance and systems to identify trends and improvements.
• Act as escalation point and incident manager during high severity escalations.

Skills

Management experience

Incident management

KPIs & SLAs

Problem analysis

Education

Bachelor’s degree in Computer Science / IT or related field

Tools

ITIL Certification

Job description

Are you inspired by invention? Is problem-solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Amazon Robotics is seeking a leader with a passion for technology, that can easily make connections, are always curious how things really work, and are up for the challenge found in a deeply complex, but very rewarding Robotics environment.

This team is a global squad of talented engineers that work diligently to resolve technical issues and help maintain Amazon’s robotic services, applications and platforms. We are expanding our team to Melbourne, Australia and are looking for an experience technical manager to help us kickstart operations in this region.

As a manager you will not only help to recruit and establish the foundation for this new team but also learn how Amazon leverages state of the art robotics technology to enhance our facilities and better service our customers. You will engage with a dynamic technical environment, navigate complex situation and ensure that your team is always set up for success. Together with your team, you will directly collaborate with Software & Engineering teams from all over the globe to root cause critical issues and ensure problems stay fixed for good!

Important! Please note that this role includes certain Manager On-Call responsibilities over the weekend (daytime) for select high severity events.

Key job responsibilities

• Manage, recruit, interview, hire, coach and mentor directs.
• Ensure directs are up to date with with company, policies, procedures and regulations, while meeting established productivity targets.
• Actively work to encourage, motivate and collaborate direct reports to reach agreed goals, while fulfilling their job responsibilities and obligations. (hold regular 1:1 sessions etc).
• Create and maintain a healthy and positive work culture.
• Implement, establish and meet departmental and company goals to improve business outcome.
• Identifies problem areas and works to implement solutions to effectively resolve them.
• Evaluate employee performance and systems to identify trends and recommend improvements.
• Contributes to team efforts as needed to achieve desired results.
• Acts as an escalation point and incident manager during critical high severity escalations.

As Amazon maintains a very high performance bar, managers may find themselves having do adapt to any given situation and embody different types of roles. Depending on the context they can be: Incident or Project Managers, Technical Authorities in one or more technical areas, Change Approvers, Technical Writers, Trainers, Coaches, Mentors or Mediators. This role fluidity is what enables the manager to be successful and navigate the daily complexities of the Amazon Robotics environment.

BASIC QUALIFICATIONS

• - -Bachelor’s degree in Computer Science, Information Technology or related fields.
• - -4+ years of management or direct team leader experience in a similarly complex technical support environment.
• - -Proven track record in of design, implementation and optimisation of metrics, KPIs, SLAs etc.
• - -Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
• - -Proven experience leading high severity active incident restoration efforts, as a technical authority or Incident Manager.

PREFERRED QUALIFICATIONS

• - -6+ years of relevant technical support management or team leader experience in a diverse complex technical environment.
• - -3+ years of relevant engineer technical support hands-on experience.
• - -Relevant industry certification(s) in any broad technical domain (Networking, Telecommunications, Cybersecurity, Cloud Technologies etc.)
• - -Relevant Service/Project Management Certifications may present an advantage (ITIL etc)

Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement:

Manager, Robotics Technical Support, Amazon Robotics Technical Support (ARTS) Melbourne, Victoria, AUS