apply now for the post of Support Engineering Manager

Job Description

Job summaryAs a Support Engineering Manager, you would be managing a talented team of support engineers resolving technical problems. You identify customer problems, demonstrate excellent judgement skills in decision making, mentoring and growing talent. You inspire people, motivate the team, drive the culture of innovation, implement support engineering best practices, and have commitment and grit to deliver results. You improve the customer experience with technical support, case escalations, and service quality. You are responsible for overall productivity, quality, and delivery of support engineering services. To make sure your team provide high quality support, you facilitate their connection to subject matter experts and learning opportunities. You are responsible for team schedules and goals. You help scope technical efforts and identify risks. You stay connected and resolve blockers. You communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. You manage escalations and make sure customer needs are met. You drive Operational Excellence that improve processes (e.g., automating ad-hoc or manual steps). You ensure team compliance with policies (e.g., information security, data handling, service level agreements.). You hold postmortems and document lessons-learned in COEs to ensure that problems don t repeat.Key job responsibilities* Monitoring & Resolution of Trouble Tickets within defined SLA s. Drive escalations to engineering team.* Drive Root Cause Analysis, Impact Analysis and Production Deployment support.* Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)* Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.* Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.* Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.* Resource planning to support various program asks.* Drive initiatives to maximize operational efficiency.* Defining measurable metrics to gauge progress against objective Support goals.* Build best-of-class support engineering teamAbout the teamComixology, a revolutionary, cloud-based digital comics service, was acquired by Amazon in 2014. The Comixology team is responsible for comics including comic books, graphic novels, manga and bandes dessin es worldwide at Amazon, including the Comixology-branded apps, Kindle comics, and the comics store on Amazon.com. The team s first-in-class innovations include the exclusive Comixology Guided View technology which provides an immersive and cinematic reading experience and Comixology Unlimited, a monthly subscription service. Comixology is based in New York City, with operations in Seattle, Los Angeles, and Chennai.Amazon Publishing is a leading trade publisher of fiction, nonfiction, and children s books with a mission to empower outstanding storytellers and connect them with readers worldwide. We publish emerging, bestselling and critically-acclaimed authors in digital, print, and audio formats. With Amazon s drive for innovation and passion for books, we merge technology and art to support our authors and help their stories change the world.This is the team that invents, builds, and maintains demand products within Amazon Publishing (APub), Amazons publishing company. Our flagship products include Amazon First Reads, a program offering Prime members a free book each month from an editor-curated selection of new releases; and Amazon Original Stories, a program featuring original short content from recognizable authors. Books that start in these programs often become bestsellers in Amazons bookstore and are reader favorites in programs like Kindle Unlimited and Prime Reading. Amazon First Reads (AFR) is a core reading benefit in Prime, with a global subscriber base of 10MM customers. Prime members can choose a free book each month in AFR from an editor-curated selection of new releases.AbeBooks, an Amazon company, connects millions of buyers with booksellers from around the world. We provide a marketplace for hundreds of millions of items that includes everything from exquisite manuscripts and long lost books from your childhood, to postcards from Mohandas Gandhi and signed first editions of A Farewell to Arms . AbeBooks mission is to enable people to discover and own the books they love by bringing together the broadest selection of physical books anywhere with a vision to be the world s preferred site for buying and selling used and collectible books. Acquired in 2005, BookFinder.com is part of the AbeBooks service offering where it s a leading book meta search and price comparison site for new, used, rare and out-of-print books., * Bachelors degree in Computer Science, ECE or IT.* 2+ years of experience building, managing engineering/QA teams.* 7+ years of experience with manual and automation testing.* Experience supervising the design, development, test, release and support of real-world products for customers.* Experience with Agile or Scrum.* Experience in testing web technologies and back-end services. Understanding of Java technologies.* Excellent communication, presentation, and interpersonal skills * Hands-on technical expertise* Experience with mission critical, 24x7 systems* Experience in quality assurance for e-commerce consumer sites and services* Excellent verbal and written communication skills* Ability to handle multiple competing priorities in a fast-paced environment* A deep understanding of quality assurance in a team, and a track record of shipping software on time* Experience in preparing quality metrics and effectively engaging with stakeholders to set and drive quality goals.* A deep understanding of automation testing by leading engineers who can write automation scripts/programs that will aid in automated testing

Keyskills :
root causeservice levelgraphic novelssafety