Amazon Support Engineering Manager 

India, Tamil Nadu 

249003481

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

* Bachelor's degree in Computer Science, ECE or IT.
* 6+ years of Software/Systems Engineering experience
* 2+ years of experience building, managing engineering teams.
*An understanding of programming/scripting (Java or C++, Perl, Python or shell scripting)
*Knowledge on AWS services and fundamentals.
* Experience supervising the design, development, test, release and support of real-world products for customers.
* Experience with Agile or Scrum.
* Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
* Excellent communication, presentation, and interpersonal skills
*Excellent stakeholder management skills.

* Hands-on technical expertise
* Experience with mission critical, 24x7 systems
* Excellent verbal and written communication skills
* Ability to handle multiple competing priorities in a fast-paced environment
* A deep understanding of web technologies in a team, and a track record of shipping software on time
* The ability to hire and develop great people
*Technical aptitude to quickly grasp complex technical issues and communicate directly with technical teams.
*A proven track record of taking ownership and driving results on technical projects.