Amazon Web Services (AWS) is seeking an experienced Technical Operations Manager to lead our Support Engineering team in India. This role is pivotal in ensuring that our team provides world-class support to a diverse global customer base. As part of the AWS India Support team, you will manage a team of 15-20 Support Engineers, focusing on delivering high-quality support for all AWS offerings. This is a unique opportunity to be at the forefront of cloud technology, driving operational excellence and customer success.
Key Responsibilities
- Operational Management. Oversee day-to-day operations of the support shift, ensuring that staffing levels are optimal and Service Level Agreements (SLAs) are consistently met.
- Team Leadership. Drive personnel management, ensuring that engineers have the tools, resources, and support needed to excel in their roles. Mentor and develop team members to enhance their technical and professional skills.
- Hiring and Team Building. Participate in the hiring process to build and grow a high-performing team of Support Engineers. Foster a collaborative and productive team environment.
- Customer Support Improvement. Influence Senior Support Engineers and development teams to enhance the overall customer support experience. Propose and implement initiatives to improve support processes and customer satisfaction.
- Issue Management. Handle escalations effectively, guiding engineers to the appropriate teams for resolution and diving deep into complex issues to identify and address root causes.
- Strategic Initiatives. Drive strategic initiatives within the support organization, contributing to business and technical discussions that impact customer experience and operational efficiency.
About the Team
The AWS India Support team is dedicated to providing exceptional support to our global customer base. Our engineers are the "voice of the customer," working closely with development teams to advocate for recurring issues and feature requests. We operate on a follow-the-sun model, ensuring continuous support without after-hours on-call or mandated overtime.
Why AWS?
- Innovative Environment. Be part of a pioneering team in cloud technology, working with cutting-edge solutions that shape the future of IT.
- Work-Life Balance. Enjoy flexibility and a supportive culture that values work-life harmony and personal well-being.
- Inclusive Culture: Thrive in a diverse and inclusive workplace that celebrates different perspectives and fosters continuous learning and growth.
- Career Development. Benefit from ongoing mentorship, knowledge-sharing, and career-advancing resources designed to help you develop as a well-rounded professional.
Basic Qualifications
- Bachelor’s degree or equivalent experience in a technical field.
- 10+ years of experience in technical support, engineering, or operations, with at least 2 years in a managerial role overseeing technical teams.
- Proven track record of driving improvement programs and delivering results in operations, engineering, or support environments.
- Hands-on experience in technical domains such as Cloud, DevOps, CI/CD, Kubernetes, Docker, Containerization, Application/Product Support, Serverless technologies, Linux, Windows, Networking, or Data domains.
- Strong verbal and written communication skills, essential for effective customer communication during critical events.
Preferred Qualifications
- International experience is advantageous.
- AWS Solutions Architect – Associate (SAA) certification is a plus.
Apply Now. If you are a results-driven leader with a passion for cloud technology and a track record of operational excellence, we invite you to apply for this exciting opportunity to join AWS India as a Technical Operations Manager.