remoteonsite
Technical Operations Manager - Amazon Web Services
Systems Engineer
We're looking for a Systems Engineer focused on streamlining processes and driving operational efficiency. This manager role requires 5+ years of relevant experience.
About the role
DESCRIPTION
- Manage the day-to-day operations of the India night shift, ensuring seamless collaboration with other managers , adequate team staffing and SLA commitments are met.
- Drive personnel management ensuring the engineers have what they need to provide best-in-class support.
- Ensure quality of the workload reviews and the customer sentiment.
- 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.
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
- Bachelor's degree in Engineering, Computer Science, or a related technical field
PREFERRED QUALIFICATIONS
- 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