Amazon Manager Support Engineer Amazon Music 

Mexico, Mexico City 

381069467

Key job responsibilities
* Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
* Drive Root Cause Analysis, Impact Analysis and Production Deployment support.* Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
* Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
* Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
* Resource planning to support various program asks.
* Drive initiatives to maximize operational efficiency.
* Defining measurable metrics to gauge progress against objective Support goals.
* Build best-of-class support engineering team

* BS in Computer Science or equivalent combination of technical education and work experience
* Dedicated and committed
* External hires should have minimum of 7 - 10 years of relevant experience
* Should have at least 2 year of experience in managing a team of 10-15 Engineers
* Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers
* Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
* Very strong stakeholder management and communication management.
* Good command over Windows and Excel
* Strong analytical skills and ability to work in an unstructured and evolving environment
* Good people manager who can manage and motivate direct reports and get the best out of them
* Fluency in English

* BS in Computer Science or equivalent combination of technical education and work experience
* External hires should have minimum of 7 - 10 years of relevant experience
* Should have at least 2 year of experience in managing a team of 10-15 Engineers
* Strong organizational skills, tracking multiple test executions simultaneously and ability to synthesize the results
* Experience working and coordinating with distributed worldwide teams preferred
* Shows creativity and initiative to improve productivity by Innovative means like Developing New tools
* Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
* Demonstrated skill and passion for problem solving and operational excellence.