IT Support Manager

1 week ago

Dandenong, Victoria, Australia Amazon Full time
About the Role

Amazon is seeking a highly skilled IT Support Manager to lead our technical operations team. As a key member of our Operations team, you will be responsible for providing innovative technical support to our Operations team, who deliver customer promises millions of times a day.

Key Responsibilities:

  • 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).
  • Drive operational excellence in everything we do, including creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.
  • Own all facets of performance and career management for the team, including regular one-on-one meetings with all team members.
  • Create, manage, and support recognition and communication programs.
  • Travel up to 30%.

Requirements:

  • 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.

Preferred Qualifications:

  • 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.

Amazon's Commitment to Diversity and Inclusion:

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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