Robotics Technical Support Manager - Global Incident Leader

Amazon; City of Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

Amazon Robotics Technical Support in Melbourne is seeking a seasoned Manager to lead a new regional team. You will recruit, mentor, and coach engineers, establishing foundation and processes for scalable support of Amazon's robotics services.

You will collaborate with global Software & Engineering teams to root cause critical issues and ensure long-term fixes, while handling weekend on-call duties for high-severity events.

Qualifications

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

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.
• Encourage, motivate and collaborate direct reports to reach agreed goals; conduct regular 1:1 sessions.
• Create and maintain a healthy and positive work culture.
• Implement, establish and meet departmental and company goals to improve business outcomes.
• Identify problem areas and implement solutions to resolve them.
• Evaluate employee performance and systems to identify trends and improvements.
• Contribute to team efforts to achieve results.
• Act as escalation point and incident manager during critical high severity escalations.

Skills

Leadership

Team management

Incident management

Recruiting

Coaching

Mentoring

Process optimization

Education

Bachelor's degree in Computer Science or related field

Tools

Incident management tools

Analytics software

Job description

Amazon Robotics Technical Support in Melbourne is seeking a seasoned Manager to lead a new regional team. You will recruit, mentor, and coach engineers, establishing foundation and processes for scalable support of Amazon's robotics services.

You will collaborate with global Software & Engineering teams to root cause critical issues and ensure long-term fixes, while handling weekend on-call duties for high-severity events.