Technical Operations Manager

Key expectations of the AWS India Support Manager include: • Manage the day-to-day operations of the India night shift, ensuring seamless collaboration with other managers , adequate team staffing and SLA commitments are met. • Drive personnel management ensuring the engineers have what they need to provide best-in-class support. • Ensure quality of the workload reviews and the customer sentiment. • Participate in Hiring Process to hire and build/grow team of Support Engineers in India. • Influence Sr. Support Engineers and development teams to improve the customer support experience. • Propose, drive, and implement initiatives within the support organization to maximize the customer support experience. • Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career. • Handle escalations and guide engineers to the proper teams by diving deep into the problem. • Drives effective business and technical discussions. BASIC QUALIFICATIONS - 5+ years of managing with a track record of success experience - 7+ years of engineering team management in a fast-paced operations environment experience - Experience as a manager with a track record of success - Experience in engineering teams management in a fast-paced operations environment - Bachelor's degree in Engineering, Computer Science, or a related technical field PREFERRED QUALIFICATIONS - Master of Business Administration - Experience driving projects to improve operations and support-related processes - Experience handling large enterprise technical customer escalations - Experience in AWS services - Experience in project and program management and delivering key business outcomes

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.