IT Support Manager

Job Description

About Operations TechnologyOperations is at the heart of Amazon business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OpsTech IT provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies, OpsTech Infrastructure Engineering, Amazon Robotics, Amazon Warehouse Control Systems, and Amazon Lockers.Together, we take ownership for what we do whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Fulfillment Center, or delighting our customers by delivering packages directly to them. When we hire you at Amazon, we hire for the future. With unlimited career opportunities, Amazon invests in ensuring our teams are always challenged, constantly learning from each other, and are creatively contributing to our next big idea. You will be surrounded by the best innovators of our time. We welcome you to make history with us regardless of minority, gender identify, disability, or sexual orientation. We value diversity!See why diversity is important to us at amazon.com/diversityWe are looking for self-motivated IT Support Manager to join the Global OpsTechIT Helpdesk team. The IT Support Manager will lead a team of 15-20 highly skilled Engineers supporting end users, client devices, software, IT infrastructure, and other specialized technical services. The support provided by this team will have global reach and support tens of thousands of Amazon Associates. This position will be leading an evening/night shift team and will be required to work along with their team.Responsibilities:Operational Excellence - As an IT Support Manager you will be expected to drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers to ensure issues are addressed, customer satisfaction is maintained, and efficiency in resolution. Utilize metrics and analytics to drive down reoccurring issues and create efficiency.Performance Management/Team Health - You will own all facets of performance and career management for the team. Regular one-on-one meetings with all team members are required. You will be expected to provide both technical and soft skill mentoring in order to maintain a well-rounded, world-class organization. This includes project management, quality audits, and coordination of training sessions with senior-level engineers as well as day-to-day oversight of the team including scheduling.Recruiting and Hiring - You will take the lead in hiring quality personnel who not only fit the needs of the current organization but also will allow the team to scale with platform and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during on-site interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.This is an amazing opportunity in terms of responsibility, interesting challenges and high visibility. We truly are looking for the highest quality candidates, so you should expect a rigorous interview process.Amazon is an Equal Opportunity Employer, Bachelor of Science in Computer Science, Engineering, or Mathematics 10+ years managing technical teams. 7+ years of relevant hands-on systems engineering experience supporting enterprise level infrastructure and end user equipment. 5+ years of experience as engineering leader for a leading edge IT organization. 5+ years of relevant hands-on experience with IT Service Desk or Support Experience driving and presenting root cause analysis and error correction from operational events to senior management. Experience representing your team/technical area to customers, peers, and senior leadership. Master s Degree in Computer Science or a related field ITIL Foundation Certified Demonstrated success building and leading teams Strong performance engineering, capacity planning, and forecasting background Strong systems engineering fundamentals (networking, storage, operating systems) Leading development life cycle processes and best practices, esp. in the areas of automation and monitoring Developing, mentoring, and training systems engineers Excellent interpersonal skills; ability to work successfully with teams across the organization, including Engineering, Program Management, Operations, and Senior Leadership. Ability to work well under pressure with minimal supervision and keep up with a fast moving environment via effective prioritization and time management. CCNA/CCNP/MCSE certifications a plus.

Keyskills :
sladeliverycustomer relationsit service deskroot causelife cycleerror correctionroot cause analysisquality auditit supportcomputer sciencesalestechnical supportservice deskphone screens