Technical Operations Manager, Amazon Dedicated Cloud (ADC) Support Engineering

Amazon Web Services (AWS); Columbia (MD); On-site; USD 116,000 - 204,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Technical Operations Manager to lead a dedicated team in providing superior technical support to U.S. Intelligence Community agencies. The successful candidate will harness cloud technologies to drive customer success, ensuring operational excellence and addressing customer needs in a fast-paced technology environment. A significant emphasis is placed on leadership capabilities, technical acumen, and the ability to navigate complex projects while maintaining a customer-centric focus.

Qualifications

• Active TS/SCI security clearance required.
• Experience in process improvement and project management essential.
• Technical knowledge of cloud services, particularly AWS, is crucial.

Responsibilities

• Lead a team of support engineers handling customer technical inquiries.
• Conduct analysis and present operational performance reviews.
• Advocate for customer requirements within AWS.

Skills

Leadership

Technical support

Analytical skills

Communication

Project management

Education

Associate's degree or above

Cloud+ or GICSP or GSEC or SSCP

Tools

HTTP

DNS

TCP/IP

Job description

Technical Operations Manager, Amazon Dedicated Cloud (ADC) Support Engineering

Join to apply for the Technical Operations Manager, Amazon Dedicated Cloud (ADC) Support Engineering role at Amazon Web Services (AWS)

Technical Operations Manager, Amazon Dedicated Cloud (ADC) Support Engineering

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Join to apply for the Technical Operations Manager, Amazon Dedicated Cloud (ADC) Support Engineering role at Amazon Web Services (AWS)

Description

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this leading a team who utilizes the latest cloud computing technologies? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

Description

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this leading a team who utilizes the latest cloud computing technologies? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

The AWS Global Support team interacts with a wide range of customers and believes that world-class support is critical to customer success as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.

As a Technical Operations Manager, you will provide strong operational, leadership, and technical skills to lead a team of engineers responsible for supporting a wide range of customers. You will work hand-in-hand with senior stakeholders on opportunities to improve our operational practices, and across customer organizations and multiple AWS teams to ensure customers are delivered bar raising service.

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.

Key job responsibilities

• Lead a team of support engineers who field technical support inquiries from customers.
• Complete analysis and present periodic reviews of operational performance.
• Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.
• Make recommendations to customers about how new AWS offerings fit in their company architecture.
• Champion and advocate for customer requirements within AWS (be their voice).
• Work with some of the leading technologists around the world.
• Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.
• The right person will be highly technical, analytical, and 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.
  
  

About The Team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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.

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 & 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, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• Associate's degree or above, or Cloud+ or GICSP (Global Industrial Cyber Security Professional) or GSEC (GIAC Security Essentials) or SSCP (Systems Security Certified Practitioner)
• Process improvement, project/program management experience in delivering key business outcomes.
• Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
• Current, active US Government Security Clearance of TS/SCI with Polygraph.
  
  

Preferred Qualifications

• Knowledge of AWS and Computing concepts
• Experience working for a global company
• Strong analytical background, comfortable in ambiguous situations.
• Data and metrics driven focus, both qualitative and quantitative.
• 1-3 years of direct customer support experience. Able to make connections to improve systems and their operational efficiency.
• Hands on management experience (developing engineers, building teams).
• Ability to analyze and leverage data and metrics driven focus, both qualitative and quantitative.
• SQL and/or other relational database experience
• AIML skills is preferred.
  
  

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

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $116,400/year in our lowest geographic market up to $203,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon Web Services, Inc.

Job ID: A2998857

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Consulting, and Engineering

• Industries

  IT Services and IT Consulting

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