Amazon Infrastructure Ops Excellence Manager Services 

United States, Washington, Seattle 

159772976

What is the roleKey job responsibilities
What will you do
As the Infrastructure Operations Manager, you will be responsible for overseeing the daily operations, maintenance, and performance of our company's IT infrastructure. They lead a team of skilled IT professionals to ensure the infrastructure supports the needs of the organization while adhering to industry best practices and security standards. You will manage and lead a team of engineers. Provide coaching, mentoring, and performance evaluations to ensure a high-performing team. You will maintain the company's IT infrastructure, including wireless, lan and wan infrastructure for offices, to meet current and future business needs. You will ensure the availability, performance, and security of all infrastructure components. Monitor and resolve incidents to minimize downtime and disruptions. You will working through partners, develop and manage the IT infrastructure operations budget, ensuring cost-effectiveness while maintaining high service quality. Procure hardware, software, and services as necessary. You will partner with our technology and infrastructure sourcing team to evaluate, select, and manage third-party vendors and service providers for infrastructure. Influencing contracts and service level agreements to optimize infrastructure services. You will lead infrastructure-related projects, including upgrades, migrations, and implementations. Ensure projects are completed on time and within budget. Through your team you will maintain detailed documentation of infrastructure configurations, policies, and standard operating procedures. Provide regular reports on the performance and status of IT infrastructure to management. You will collaborate with IT teams and service owners teams, to facilitate incident resolution, including on-call support teams and third-party service providers. As we obsess over our customers and you will strive for the best possible experience when resolving escalations. This role requires customer obsession and bias for action as the core principles. This role’s scope is global across all Amazon corporate infrastructure.

• Bachelor degree in a Computer Science, Information Technology or equivalent professional experience
• Strong leadership and team management skills.
• 10+ years' in-depth knowledge of infrastructure technologies, including servers, storage, networking, and virtualization.
• 7+ years’ experience in IT infrastructure management, incident management, or a related field
• 7+ years’ experience with ITL V3/4 or Service Management best practices
• 5+ years’ experience working with corporate infrastructure and / or operations
• Project management experience and relevant certifications (e.g., PMP, ITIL) preferred.
• Excellent problem-solving, decision-making abilities, critical-thinking skills and ability to determine root cause.
• Strong understanding of security best practices and compliance standards.
• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment
• Exceptional communication and interpersonal skills
• Able to communicate technical information to non-technical stakeholders
• Availability for on-call duty and flexibility in working hours.

• ITL v3/4 Practitioner
• PMP Certification or equivalent
• Major Incident management experience
• Experience with ServiceNow and analytic tools such as Quicksight and Tableau
• A passion for delivering results and building trust with internal and external stakeholders.