Job Description

DESCRIPTION

We are Amazon; we pioneer.
Since opening in 1995, we\'ve been pushing the boundaries of possible further and further. We\'re also working to become Earth\'s most customer-centric company
We\'re seeking a driven IT Manager to join our IT team in Hyderabad, India
Your responsibilities: As you keep an eye on the IT support & logistics for the virtual workforce the extent of your duties will include but not be limited to:

• Responsible to manage IT support across locations and have customer connect end to end.
• Handle onsite team of engineers and provide necessary support to business.
• Have clear understanding of business expectations and make sure all IT requirements are taken care on time.
• Schedule engineer shifts as per business work schedule and projects.
• Work hand in hand with global projects team for any onsite requirements.
• Good team handling and interpersonal skills.
• Manage and keep track of IT Budget and spent. Work closely with Finance Controllers for tracking all expenses.
• Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
• You\'re confident in your IT project management skills: you can coordinate and watch over your team\'s projects as they support technical task execution. You\'ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
• You\'ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff,
• Inspire continuous improvement of all IT team processes and initiatives: Continually driving operational excellence.
• Lead a team of IT support associates who assist internal customers with hardware and software issues. The team provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues

We are Amazon; we pioneer.
Since opening in 1995, we\'ve been pushing the boundaries of possible further and further. We\'re also working to become Earth\'s most customer-centric company
We\'re seeking a driven IT Manager to join our IT team in Hyderabad, India
Your responsibilities: As you keep an eye on the IT support & logistics for the virtual workforce the extent of your duties will include but not be limited to:

• Responsible to manage IT support across locations and have customer connect end to end.
• Handle onsite team of engineers and provide necessary support to business.
• Have clear understanding of business expectations and make sure all IT requirements are taken care on time.
• Schedule engineer shifts as per business work schedule and projects.
• Work hand in hand with global projects team for any onsite requirements.
• Good team handling and interpersonal skills.
• Manage and keep track of IT Budget and spent. Work closely with Finance Controllers for tracking all expenses.
• Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
• You\'re confident in your IT project management skills: you can coordinate and watch over your team\'s projects as they support technical task execution. You\'ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
• You\'ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff,
• Inspire continuous improvement of all IT team processes and initiatives: Continually driving operational excellence.
• Lead a team of IT support associates who assist internal customers with hardware and software issues. The team provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues

BASIC QUALIFICATIONS

• A technical Bachelor\'s degree in a relevant discipline is necessary,
• Previous, relevant management experience in an operations or logistics environment as an IT or alternatively as an IT Service Delivery Manager. Additionally, previous experience in Linux/Unix support and/or Microsoft Windows support,
• You possess networking knowledge and expertise, specifically LAN / WAN ,Wireless & work from home support
• You\'re comfortable with IT infrastructure and other fundamental aspects of computer facilities infrastructure required at home/office
• Previous experience of developing, lobbying for, owning and take care of IT budgets; including staff, hardware and software,
• You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations,
• Strong analytical skills, along with validated problem-solving ability, are both a necessity,
• Occasional travel will be required.

PREFERRED QUALIFICATIONS

• A Master\'s degree in a relevant discipline is a nice-to-have,
• An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP/IP and network file systems,
• Certifications in Unix/Linux System support and/or Microsoft Windows system support,
• Telecom knowledge, including VOIP / SIP as well as mobile technologies,
• Previous help desk / technical support experience and/or previous Service Delivery and Service Level Management experience,
• ITIL and Prince2 certifications would be advantageous,
• You\'re willing and able to develop the skills needed to support specific Fulfillment Center Automated Systems,
• Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle,
• Knowledge on OSP and DoT related tasks.
• Exposure to Customer Support environment.

Key job responsibilities

• Troubleshoot difficult IT problems without SOPs.
• Plan and coordinate CMs and CM templates.
• Collaborate with internal teams or vendors to execute projects.
• Lead continuous improvement efforts and create SOP documents.
• Audit the quality of work performed and provide constructive feedback when necessary.
• Automate manual tasks; create/improve small tools that help make team operations more efficient.
• Be the first point of escalation.
• Participate in hiring, training and development of others.
• Handling senior management business users.
• Lead and deliver projects.

A day in the life
You use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions. You are able to troubleshoot difficult IT problems without SOPs. You identify root cause(s) and either resolve them yourself or hand-off to a senior peer. You are able to propose workarounds during times of crisis to get customers working again. You plan and coordinate CMs that may impact multiple systems/locations. You are able to develop CM templates for others to use. Your work is typically self-directed. You deliver with limited guidance. You are able to determine when you can manage issues yourself or when to escalate.
You manage large projects for your team that may span multiple locations in a single region. You may lead continuous improvement efforts. You ask the right questions to define requirements. You manage project execution and may partner with internal teams or vendors. You are able to audit the quality of work performed and provide constructive feedback when corrections are needed. You accelerate progress by driving timely decisions, identifying and mitigating risks, and communicating status to stakeholders. You have some proficiency with one or more software/scripting languages. You are learning about software design patterns, data structures, AWS technologies, and distributed systems concepts (e.g., dependencies, APIs, etc.). You use your skills to automate manual tasks, create/improve small tools, and make team operations more efficient. The solutions you create and implement are consistently high-quality, accurate, logical and efficient.
You play a part in the hiring, training, and development of others. You make yourself available as a mentor. You coach new peers. You provide peer feedback for promotions. You focus on operational excellence, constructively identifying problems and patterns, and proposing solutions. You know what solutions exist elsewhere and how they can be connected. You create, review, and optimize SOPs, knowledge-base articles, and user documentation. You define and document process steps so that others are able to solve similar problems. You may be the first point of escalation for on call. You are able to prioritize your work and make appropriate trade-offs related to team time available vs. solution quality vs. support volumes.

BASIC QUALIFICATIONS

Bachelor\'s degree in Computer science or IT related field.
4+ years of experience in two or more of the following: Microsoft Administration, Linux Administration, or Cisco IOS (CLI)
6+ years of experience troubleshooting skills in a multi-user high availability environment
4+ years of experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
6+ years of experience in PC repair, troubleshooting, deployment, and liquidation
3+ years IT experience with client, server, and network service delivery.
Excellent written and verbal communication skills

PREFERRED QUALIFICATIONS

Microsoft MCSE, MCITP Systems Administrator (Active Directory) experience
Cisco CCNA or CCNP certification
Experience in Linux, Microsoft, and network systems administration
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
Ability to manage high priority projects

Amazon