Amazon Operations Manager Support Engineering 

Canada, British Columbia, Vancouver 

68359775

ROLE DESCRIPTION
Your role and responsibilities will include:
As an AWS Support Engineering Manager, you are responsible for ensuring that front line Support engineers are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers.Key expectations of the AWS Support Manager include:
· Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.
· Drive personnel management ensuring the engineers have what they need to provide best-in-class support
· 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.

· Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent
· Experience in a technical position.
· 3+yrs experience as an engineer.
· May have served as team leads, escalation points or served as mentor. Experience
· working directly with customers
· Demonstrated ability to understand service architecture and operational parameters, and or cloud technology.
· Ability to effectively handle escalations.

· Knowledge of AWS and Computing concepts (preferred experience with AWS Elastic Beanstalk, AWS Cloud Formation or AWS OpsWorks)
· Strong analytical background, comfortable in ambiguous situations.
· Data and metrics driven focus, both qualitative and quantitative.
· 1-3 years of direct customer support experience
· Hands on management experience (developing engineers into managers, building teams).
· Ability to analyze and leverage data and metrics driven focus, both qualitative and quantitative.