Amazon Manager Support Engineer CMT Systems 

India, Karnataka, Bengaluru 

842246745

Primary responsibilities include managing a team of Support Engineers, setting goals and be responsible for deliverables. The team will own troubleshooting, diagnosing and fixing operational issues, developing monitoring solutions, performing infrastructure maintenance and configuration, updating, tracking and resolving technical challenges. Responsibilities also include working alongside development, updating/enhancing our current software, automation of support processes and documentation of our systems, by working with tech, product and operations team that own promotions systems.
- 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.

- BS/BE in Computer Science or equivalent combination of technical education and work experience
- Should have minimum of 5+ years of relevant experience
- Should have at least 2 year of experience in managing a team of 8-10 Engineers
- Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers
- Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.

- Strong stakeholder management and communication management.
- Good people manager who can manage and motivate direct reports and get the best out of them