Amazon Support Mgr II 

India, Haryana, Manesar 

267890539

DESCRIPTION
We are Amazon; we pioneer.
Your responsibilities: As you keep an eye on the IT support & logistics for the virtual workforce the extent of your duties will include but not be limited to:
• Responsible to manage IT support across locations and have customer connect end to end.
• Handle onsite team of engineers and provide necessary support to business.
• Have clear understanding of business expectations and make sure all IT requirements are taken care on time.
• Schedule engineer shifts as per business work schedule and projects.
• Work hand in hand with global projects team for any onsite requirements.
• Good team handling and interpersonal skills.
• Manage and keep track of IT Budget and spent. Work closely with Finance Controllers for tracking all expenses.
• Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
• You’re confident in your IT project management skills: you can coordinate and watch over your team’s projects as they support technical task execution. You’ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
• You’ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff,
• Inspire continuous improvement of all IT team processes and initiatives: Continually driving operational excellence.
• Lead a team of IT support associates who assist internal customers with hardware and software issues. The team provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues We are Amazon; we pioneer.
Since opening in 1995, we’ve been pushing the boundaries of possible further and further. We’re also working to become Earth’s most customer-centric company
We’re seeking a driven IT Manager to join our IT team in Hyderabad, India
Your responsibilities: As you keep an eye on the IT support & logistics for the virtual workforce the extent of your duties will include but not be limited to:
• Responsible to manage IT support across locations and have customer connect end to end.
• Handle onsite team of engineers and provide necessary support to business.
• Have clear understanding of business expectations and make sure all IT requirements are taken care on time.
• Schedule engineer shifts as per business work schedule and projects.
• Work hand in hand with global projects team for any onsite requirements.
• Good team handling and interpersonal skills.
• Manage and keep track of IT Budget and spent. Work closely with Finance Controllers for tracking all expenses.
• Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
• You’re confident in your IT project management skills: you can coordinate and watch over your team’s projects as they support technical task execution. You’ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
• You’ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff,
• Inspire continuous improvement of all IT team processes and initiatives: Continually driving operational excellence.
• Lead a team of IT support associates who assist internal customers with hardware and software issues. The team provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
BASIC QUALIFICATIONS
• A technical Bachelor’s degree in a relevant discipline is necessary,
• Previous, relevant management experience in an operations or logistics environment as an IT or alternatively as an IT Service Delivery Manager. Additionally, previous experience in Linux/Unix support and/or Microsoft Windows support,
• You possess networking knowledge and expertise, specifically LAN / WAN ,Wireless & work from home support
• You’re comfortable with IT infrastructure and other fundamental aspects of computer facilities infrastructure required at home/office
• Previous experience of developing, lobbying for, owning and take care of IT budgets; including staff, hardware and software,
• You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations,
• analytical skills, along with validated problem-solving ability, are both a necessity,
• Occasional travel will be required.
PREFERRED QUALIFICATIONS
• A Master’s degree in a relevant discipline is a nice-to-have,
• An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP/IP and network file systems,
• Certifications in Unix/Linux System support and/or Microsoft Windows system support,
• Telecom knowledge, including VOIP / SIP as well as mobile technologies,
• Previous help desk / technical support experience and/or previous Service Delivery and Service Level Management experience,
• ITIL and Prince2 certifications would be advantageous,
• You’re willing and able to develop the skills needed to support specific Fulfillment Center Automated Systems,
• Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle,
• Knowledge on OSP and DoT related tasks.
• Exposure to Customer Support environment.
Key job responsibilities
Responsibilities include, but are not limited to
· Managing team of ITSEs · Co-ordination with other internal & external stake holders.
- Support virtual or physical events and town halls for India
- Manage Audio Visual devices and services in India · SL governance for team ensuring services uptime for customers.
· Helping and leading team to troubleshoot difficult IT problems.
· Collaborate with internal teams or vendors to execute projects.
· Lead continuous improvement efforts.
· Audit the quality of work performed and provide constructive feedback when necessary.
· Automate manual tasks; create/improve small tools that help make team operations more efficient.
· Be the first point of escalation.
· Having a good exposure in IT Asset management.
· Senior Level Customer Support.
· Participate in hiring, training and development of team. A day in the life
•Governance and co-ordination with all stake holders wherever required for complete Procure to Pay cycle for IT Infra from PO creation, delivery coordination, GRN creation, invoice submission, payment of invoices to supplier.
•Managing SEZ/STPI, Taxation, FAR compliances, work with other stake holders for approval and movement of Hardware from one Unit to another unit, ensuring all compliance protocol followed by team.
•IT Asset Disposal Management: Timely Planning and execution of retired Assets disposal.
•Cost Optimization Initiative and Projects
Audit the quality of work performed and provide constructive feedback when necessary.
•Be the first point of escalation for any Asset Management need, Audit etc.
•Automate manual tasks; create/improve small tools that help make team operations more efficient.
•Lead continuous improvement efforts. Gurugram, HR, IND

- 5+ years of developing a team of technical professionals across multiple locations experience
- 2+ years of leading technology teams as a information technology operations manager experience
- Bachelor's degree, or 4+ years of professional or military experience
- Knowledge of Linux or Unix systems administration

- Knowledge of hardware architectures
- Experience with system management tools and client/server environments