Amazon Senior Operations Manager Support Engineering 

Mexico, Mexico City 

678982060

Key job responsibilities
• Strategic Planning and Execution: Develop the strategic plan to achieve business objectives, define and execute initiatives to deliver customer outcomes, and track progress against goals to ensure the team remains focused.
• Incident and Escalations Management: Serve as the point of contact for customer engagement and issue resolution, manage critical incidents and escalations, and drive process improvements to scale with business growth.
• Team and Performance Management: Own all aspects of performance and career development for the team, mentor staff to maintain a world-class organization, and drive continuous improvement through audits, training, and accountability.
• Operational Excellence: Uphold and continuously improve operational standards across the site and globally, identify and own optimization initiatives, and set high performance expectations for the team.
• Senior Leadership and Customer Engagement: Engage with key stakeholders to deliver exceptional customer outcomes, remove roadblocks, and lead proactive and reactive communication with customers at senior levels.
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• Bachelor’s degree in Engineering, Computer Science, IT Degree or equivalent experience.
• 10+ years of experience managing engineering/technical teams.
• Experience as a senior manager, including managing managers.
• Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
• Able to communicate effectively in English, within technical and business settings.

• MBA in an engineering or IT related discipline or equivalent experience.
• Technical experience in AWS services.
• Experience handling large enterprise technical customer escalations.
• Experience as a systems administrator or software development engineer.
• Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Python