Global Support Engineering Manager — AI-Driven Automation

Amazon Web Services (AWS); Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Amazon Web Services (AWS) Operations Management (AWSOM) seeks an experienced Support Engineering Manager to lead a global team transforming from reactive troubleshooting to proactive automation and engineering excellence. You will drive incident management at scale, champion automation-driven solutions, and mentor engineers toward strategic problem-solving over ticket resolution.

This role focuses on delivering reliable, scalable support services across AWS, ensuring 24/7 coverage, and building

Responsibilities

• Lead and develop a support engineering team through career mentoring, performance management, and strategic project assignments that evolve engineers from support mindset to engineering mindset, fostering continuous learning and next-level performance
• Drive incident management and problem-solving at scale by directing technical responses during critical outages, analyzing root causes, and collaborating with engineering teams to advocate for permanent code fixes rather than temporary workarounds
• Establish and optimize follow-the-sun support operations by managing global handovers, coordinating cross-regional resources, and ensuring seamless 24/7 coverage while maintaining work-life harmony for your team
• Build process automation and operational excellence mechanisms by identifying repetitive toil, implementing automation workflows using agentic Al, updating support playbooks, and establishing metrics to measure team performance against SLAs, response times, and resolution rates
• Partner with stakeholders across AWS to define team vision and long-term strategy, working backwards from customer problems to set goals, allocate resources effectively, and balance tactical operational needs with strategic engineering initiatives

Job description

Amazon Web Services (AWS) Operations Management (AWSOM) seeks an experienced Support Engineering Manager to lead a global team transforming from reactive troubleshooting to proactive automation and engineering excellence. You will drive incident management at scale, champion automation-driven solutions, and mentor engineers toward strategic problem-solving over ticket resolution.

This role focuses on delivering reliable, scalable support services across AWS, ensuring 24/7 coverage, and building