Technical Operations Manager

Amazon; Asti; In loco; EUR 80.000 - 100.000; Tempo pieno

Descrizione del lavoro

A global cloud technology leader is seeking an experienced Operations or Support Manager in Italy to lead a team of Support Engineers. The role involves overseeing daily operations, managing personnel, and ensuring exceptional customer support. Candidates should have significant IT experience and a background in managing teams in a technical environment. This position offers flexible night shift work aligned with business needs.

Competenze

• 9+ years of experience in Information Technology, including 2+ years in a managerial role.
• Knowledge of operating systems, hardware, storage, network, security, and database administration.
• Experience in direct customer support and engineering.

Mansioni

• Manage day-to-day operations of the shift and ensure customer support excellence.
• Drive personnel management for best-in-class support.
• Participate in hiring and team development for Support Engineers.
• Handle escalations and guide engineers in resolving complex issues.
• Conduct effective business and technical discussions.

Conoscenze

Customer focus

Multi-tasking

Written and verbal communication

Data analysis

Technical experience

Formazione

Bachelor's/Master's degree in Information Technology, Computer Science or any engineering domain

Strumenti

AWS Elastic Beanstalk

AWS CloudFormation

AWS OpsWorks

Descrizione del lavoro

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

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 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 providing world‑class support on all AWS offerings (http://aws.amazon.com/). Our customer‑facing Support Engineers resolve customers’ 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.

A suitable candidate would be someone who is extremely customer focused, who could multi‑task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. AWS Support is 24x7x365 operations and work timings for this role is in India night time i.e. 7 PM to 4 AM IST or 11 PM to 8 AM IST. You are expected to work in night shift hours based on business requirements.

Key job responsibilities

• Manage the day‑to‑day operations of the shift, ensuring the team in India is staffed and SLA commitments are met.
• Drive personnel management ensuring the engineers have what they need to provide best‑in‑class support.
• Participate in the Hiring Process to hire and build/grow a 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.
• Manage the engineers in the team effectively to keep their focus on the customers and develop their own careers.
• Handle escalations and guide engineers to the proper teams by diving deep into the problem.
• Drive effective business and technical discussions.

A day in the life

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 content, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts 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. There is no after‑hours on‑call or mandated overtime in this role!

About the team

Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in this job, 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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & 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.

Work/Life Balance

We value work‑life harmony. Achieving success at work should never come at the expense of sacrifices at home, and 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.

Basic Qualifications

• Experience hiring candidates, mentoring and developing employees in their careers.
• Bachelors/Master’s degree in Information Technology, Computer Science or any engineering domain; 9+ years of experience in Information Technology, including 2+ years in a managerial role.
• Knowledge of operating systems, hardware, storage, network, security, database administration and cloud infrastructure.
• Experience in data analysis and leveraging analytics to make decisions.
• Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations.

Preferred Qualifications

• Knowledge of AWS and computing concepts (AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks).
• Experience in direct customer support.
• Experience in engineering.

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 or hiring 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.