Job Description

DESCRIPTION The AWS Premium Support team in Amazon Internet Services Private Limited (AISPL) is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers resolve customers\' technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings. Apart from working on a broad spectrum of technical issues, an AWS Engineer may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives. Our Engineers are also the \'voice of the customer\' and have a strong voice into the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role! A suitable candidate would be someone who is 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. Key job responsibilities . Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met. . Drive personnel management ensuring the engineers have what they need to provide best-in-class support. . Participate in Hiring Process to hire and build/grow team of Support Engineers in India. . Influence Sr. Support Engineers and development teams to improve the customer support experience. . Propose, drive, and implement initiatives within the support organization to maximize the customer support experience. . Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career. . Handle escalations and guide engineers to the proper teams by diving deep into the problem. . Drives effective business and technical discussions. Expected to work between 1:00 PM to 10 PM IST We are open to hiring candidates to work out of one of the following locations: Hyderabad, TS, IND BASIC QUALIFICATIONS . Must have BE/B.Tech or equivalent degree. Higher education preferred . 7+ years of experience in Information Technology. Out of which, 3+ years of experience in managing team as manager. . Good understanding of web related technologies, Systems administration (Linux and/or Windows) and Networking (DNS, TCP/IP, SSL, DHCP, Load Balancing) . Strong experience in one of the technical domains - o Media Services Storage, CDN, SAN design/architecture. o Backup and disaster recovery. o Storage virtualization. . Knowledge on operating system, hardware, storage, network, security, database administration and cloud infrastructure . Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations. . Good experience on hiring candidates, mentoring and developing employees in their career. . Analyze, leverage data and metrics, both qualitative and quantitative to take decisions. PREFERRED QUALIFICATIONS . Prior experience of working with AWS Services . Experience with building and operating a cloud-based architecture . Cloud Certifications eg. AWS Cloud Practitioner or AWS Solution Architect - Associate

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