Operations Manager, Aws Support Escalation and

7 months ago

Sydney, Australia Amazon Web Services Australia Pty Ltd Full time

Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience
- 5+ years of experience managing teams in relevant service reliability or mission critical operations.

As an Operations Manager on the E2M team, you will be responsible for ensuring that Escalation Engineers are set up for success. You will manage the day to day, development, coaching and engagement of highly skilled Escalation Engineers who are focused on delivering an extraordinary customer experience in every interaction.

You and your team will be responsible for executing and managing incident conference calls during performance and availability issues experienced by AWS Services. You will set the direction and culture of your team by managing individual and team performance expectations and goals that focus on improving the detection and response to issues impacting AWS Services. As a leader and point of contact during critical incidents, you will ensure problems are being driven towards resolution and act as an advocate of the customer.

You will partner with engineering, product managers, and business leaders to address defects identified during incidents. You will establish and conduct reviews that enable leaders throughout AWS to inspect aggregated performance data and make informed decisions on where to prioritize efforts.

This role has direct interaction at the Director, General Manager, and Vice President levels of the organization.

**Every day will bring new and exciting challenges whilst you**:

- Drive customer experience and operational excellence improvements across the Event and Escalation Management team globally.
- Hire, Develop and Inspire a team of Escalation Engineers
- Work closely with peers to drive initiatives and outcomes at the local and global level.
- Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.
- Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.

Sydney, NSW, AUS
- The right person will be highly technical, analytical and will have strong focus on operational excellence.
- Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
- Demonstrated ability to understand cloud service architecture and operational parameters, and/or experience managing distributed systems.
- Flexible work schedules (weekends and/or evenings when required).
- Strong verbal and written communication skills and demonstrated technical leadership.

**Acknowledgement of country**:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

**IDE statement**:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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