Amazon Support Manager Global Service Desk GSD 

Spain, Catalonia 

359294676

Key job responsibilities
Responsibilities include:
• Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
• Should be flexible with shift rotation to support 24X7 model

- 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 5+ years of professional or military experience
- Should have managed Service Desk, Good Understanding on Service Desk metrics

- Knowledge of hardware architectures
- Experience in hiring skilled technology workers