Technical Operations Manager (AWS)

Amazon; Hyderabad; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Amazon is seeking an experienced AWS India Support Manager to lead a 15-20 member team of Support Engineers on the night shift. Based in India, you will drive operational excellence, coaching, hiring, and collaboration with engineering teams to resolve complex issues and improve the customer support experience across AWS offerings.

You will influence process improvements, deliver trainings, and participate in strategic initiatives to maximize customer satisfaction and retention in a fast-growing

Qualifications

• 5+ years of experience managing teams in a fast-paced operations environment.
• Experience leading engineering teams and managing performance.
• Strong track record handling large enterprise technical customer escalations.

Responsibilities

• Manage day-to-day operations of the India night shift, ensuring staffing and SLA adherence.
• Coach and mentor 15-20 Support Engineers; drive performance and career growth.
• Handle escalations and guide issues to appropriate teams.
• Collaborate with development teams to implement process improvements and deflection initiatives.
• Lead hiring processes to scale the team and build capability.

Skills

People management

Engineering management

Operations leadership

Escalation handling

Education

Bachelor's degree in Engineering, Computer Science, or related technical field

MBA (Preferred)

Job description

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.

The AWS India Support team is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers on the night shift, providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers provide customer's workload review and resolve technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.

Apart from working on a broad spectrum of technical issues, an AWS India Support Manager may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

Our Engineers are also the “voice of the customer” and have a strong voice into the development teams for recurring issues or feature requests.

Key job responsibilities

Key expectations of the AWS India Support Manager include:

• Manage the day-to-day operations of the India night shift, ensuring seamless collaboration with other managers , adequate team staffing and SLA commitments are met.
• Drive personnel management ensuring the engineers have what they need to provide best-in-class support.
• Ensure quality of the workload reviews and the customer sentiment.
• Participate in Hiring Process to hire and build/grow team of Support Engineers in India.
• Influence Sr. Support Engineers and development teams to improve the customer support experience.
• Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.
• Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career.
• Handle escalations and guide engineers to the proper teams by diving deep into the problem.
• Drives effective business and technical discussions.

About the team

Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional

Basic Qualifications

• 5+ years of managing with a track record of success experience
• 7+ years of engineering team management in a fast-paced operations environment experience
• Experience as a manager with a track record of success
• Experience in engineering teams management in a fast-paced operations environment
• Bachelor's degree in Engineering, Computer Science, or a related technical field

Preferred Qualifications

• Master of Business Administration
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations
• Experience in AWS services
• Experience in project and program management and delivering key business outcomes

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.