Global Support Engineering Manager, Automation & Incidents

Amazon

London

On-site

GBP 120,000 - 160,000

Full time

14 days+

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Job summary

Amazon Web Services (AWS) is seeking a Support Engineering Manager to lead a global team evolving from reactive troubleshooting to proactive automation and engineering excellence. You will champion incident management at scale, mentor engineers, and build follow-the-sun operations while delivering reliable, secure services to millions of customers worldwide.

The role focuses on reducing toil through agentic AI automation, shaping engineering culture, and aligning with business goals across

Qualifications

Experience in managing system or software development teams.
Hands-on experience in systems engineering and admin work in networking, storage, and operating systems.
Experience in automation or monitoring frameworks, deployment or development.
Experience in systems administration, network engineering, or software development engineering.
Experience in distributed system management.

Responsibilities

Lead and develop a global support engineering team through mentoring, performance management and strategic projects.
Drive incident management and root-cause analysis at scale, advocating permanent code fixes over temporary workarounds.
Establish follow-the-sun operations with 24/7 coverage across regions while maintaining team wellbeing.
Build automation and operational excellence by creating workflows using agentic AI and updating playbooks; measure SLA performance.
Partner with AWS stakeholders to define team vision, allocate resources, and balance tactical needs with strategic initiatives.