Amazon Web Services
Operations, IT, Support Engineering, Cloud Computing
OperationsManager,AWSSupportEscalationManagement
“Operations Manager, AWS Support Escalation Management at Amazon Web Services. Skills: Support Escalation Management, Event Management, Team Development. Manage day to day operations. Develop and coach engineers”
What You'll Achieve.
Deliver extraordinary customer experience
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years managing, 7+ years engineering team management, Experience managing IT environments
Nice to Have
Bachelor's degree in Engineering, Master of Business Administration, Experience driving projects, Experience handling large enterprise technical customer escalations, Experience in AWS services, Experience in project and program management
What You'll Do.
Manage day to day operations
Develop and coach engineers
Drive customer experience improvements
Drive operational excellence improvements
Hire Escalation Engineers
Develop Escalation Engineers
Inspire Escalation Engineers
Work with peers to drive initiatives
Work with peers to drive outcomes
Provide voice of the customer
Manage mission critical events
Define priorities for engineering team
Coach others through project lifecycle
Measure operational processes
Monitor operational processes
Improve operational processes
Measure team performance
Monitor team performance
Improve team performance
How You'll Work.
Team & Collaboration
Global Event and Escalation Management team; Internal AWS teams; Engineering teams
Communication Scope
Voice of the customer
Process & Methodology
Project management, Product management
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