The Data Center Operations Support Engineering (DCOSE) Team provides escalation and strategic support to Data Center Operations Technicians, acting as technical Subject Matter Experts (SMEs) and partnering with teams such as Hardware Engineering and Service Owners to drive issues to resolution. Engineers analyze failure symptoms to identify possible causes of non-workability and provide the findings to facilitate the resolution and create long term prevention paths. Support Engineers also help create scalable solutions by bar raising instruction sets and managing non-standard issues escalated by DCO.

As a DCOSE Manager, you will manage a team of 6-10 Support Engineers who are engaged in supporting Data Center Operations teams through tactical technical escalations, strategic systemic issue management, large scale investigations, emergent event support, and interacting closely with DCO and Service-Aligned internal customers.

As part of the DCOSE team you will be engaged in both tactical and strategic decision making while supporting the team reporting to you. You will oversee process change, provide proactive and reactive support for ongoing issues, and act as an advocate for Data Center Operations throughout the Data Center Community within AWS. You will engage with partner teams, drive change, and provide metrics and data to help define the goals of the business.

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.

• Key job responsibilities
• You will support a team of Support Engineers as they are engaged in supporting Data Center Operations teams.
• You will interact directly with Data Center Technicians, Managers, and other Leaders to support escalations for issue resolution.
• You will work with partner teams to push upstream fixes to enable capacity recovery.
• You will meet with partners in operations and support teams routinely to gather data and work issues towards resolution.
• You will contribute to data analytics to support your role.

A day in the life
AWS is a fast-paced environment where we “Work Hard, Have Fun, Make History.” On a “typical” day your engineers might deep dive to root cause a customer issue, investigate why a metric is trending the wrong way, consult with the other engineers, or discuss radical new approaches to automate operational issues. Each engineer is highly autonomous and has dozens of escalations and projects simultaneously. You will be responsible for removing blockers for your engineers and seeing around corners to prevent operational impact.

About the team
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

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.

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.

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.

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 Amaze Con conferences, inspire us to never stop embracing our uniqueness.

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

• 3+ years of managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams experience
• Experience troubleshooting and debugging technical systems
• Experience with server, storage, networking, or large-scale distributed systems
• Experience in data analysis
• Current, active US Government Security Clearance of TS/SCI with Polygraph

Preferred Qualifications

• Experience in project management in data centers or comparable critical infrastructure
• Experience with analytical tools and ability to dive deep into metrics and reporting
• Experience troubleshooting and debugging technical systems, or experience in development or technical support
• Experience in AWS services
• Experience in Python and system design

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Manassas - 133,000.00 - 180,000.00 USD annually