IT Support Manager

2 months ago

Dandenong, Australia Amazon Commercial Services Pty Ltd Full time

5+ years People Management experience or relevant leadership experience, managing a team of 6 individual contributors
- 3+ years of leading technical projects/deliverables at a country or regional level.
- 3+ years of experience with managing IT Infrastructure Operations
- 2+ years of experience of forecasting and managing budget for effective IT Operations
- Proficiency in technical document writing.
- Bachelor's degree.

About Operation Technology Solutions (OTS)
Operations 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. OTS 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.
We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Your role as a leader will be to confront obstacles others avoid and create a team that embodies our leadership principles.
Key job responsibilities
You will be leading a team of IT professionals with various skill sets to provide truly innovative technical support to Amazon’s Operations team who fulfill our customer promises millions of times a day. The technology varies between our different facilities, but Amazon’s core IT infrastructure is fully redundant and relies upon top tier vendor hardware networked over fiber optic, copper, and wireless topologies. Your internal customers, whether human, robotic, or mechanical, use mobile computing devices, thin clients, integrated computer, and PCs running Windows, Linux, and Android operating systems to virtually and physically move e-commerce items from our suppliers into our fulfillment centers shelves, from those shelves into packaging, those packages into cars, trucks, and airplanes for delivery to front doors around the world. Key responsibilities include:

- Inclusively hire, train, and develop a team of IT professionals.
- Support all safety programs to ensure a safe work environment for all associates.
- Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
- Establish and maintain a positive, productive relationship with operational partners and staff.
- Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
- Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
- 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 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.
- Create, manage, and support recognition and communication programs.
- Travel up to 30%.
- Extensive working knowledge of Networking (TCP/IP, Routing/Switching & Troubleshooting).
- Experience presenting root cause analysis and error correction from operational events to senior management.
- Established project, program and time management skills and methodologies with the proven experience managing multiple projects simultaneously.
- Proficiency in data analysis and demonstrable experience utilising data to drive decisions making.
- Ability to thrive in an ambiguous and fast-paced IT environment and capable of motivating teams.
- Masters degree.

**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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