Operations Manager, AWS Support Escalation Management, AWS Support Escalation Managemen, E2M

Amazon Web Services (AWS) is seeking a highly motivated manager who is passionate about people, operations and technology. Someone who wants work with and learn one of the fastest growing Cloud platforms in the world and deliver extraordinary customer experience. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities. As an Operations Manager you will be responsible for the day to day management, development, coaching and engagement of highly skilled Escalation Engineers who are focused on delivering an extraordinary customer experience in every interaction. You will be part of a global Event and Escalation Management team, this role has global responsibility and is focused on driving resolution to AWS Service Impacting Events as well as Escalations related to Support. This role has direct interaction at the Director, General Manager and Vice President layers of the organization.

Every day will bring new and exciting challenges whilst you:

• Drive customer experience and operational excellence improvements across the Event and Escalation Management team globally.
• Hire, Develop and Inspire a team of Escalation Engineers
• Work closely with peers to drive initiatives and outcomes at the local and global level.
• Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.

The ideal candidate will look like this:

Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
Have a strong understanding of Mission Critical and Incident Management practices. The ideal candidate will have past experience working and managing mission critical events and have a strong knowledge of incident and problem management methodologies. You will also need and architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.
Have strong project & product management experience. The successful candidate will feel comfortable defining the priorities for a infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project.
Know how to run a tight, lean, efficient operation. The right candidate will want to measure everything and be very data driven. He/she will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
Be great fun to work with. Our company credo is “We Pioneer”. The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun.

About the team
Diverse Experiences
AWS 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.

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 Amaze Con (gender diversity) 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 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.

We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Sydney or Melbourne Amazon offices.

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
• Experience managing IT environments on behalf of customers

Preferred Qualifications

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

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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.