At Amazon, we strive to be Earth’s most customer-centric company where we can
find and discover anything we want to buy online. We hire the world’s brightest
minds, offering them an environment in which one can relentlessly improve the
customer experience. Innovation and creativity are built into the DNA of the
company and are encouraged at all levels of employment. Every day we solve
complex technical and business problems with ingenuity and simplicity. We’re
making history and the good news is we’ve only just begun.
Amazon's IT Services Support team provides highly-available IT support for
Amazon employees worldwide. We provide support for all used client applications,
operating systems, email, VPN, mobile devices, and common collaboration services
such as SharePoint and Exchange. Our customers may engage us via phone, chat, or
trouble ticketing.
You will manage a mix of local and remote resources. You assist the global
organization to define the perfect customer experience and own the strategies to
create that experience. You will help the group develop and leverage their
knowledge base to expedite the resolution of recurrent issues. You will identify
ways to proactively reduce requests through automation, documentation, and
process improvement. You will set high standards for issue handling, escalation
and problem management across the organization and guide the team with metrics
and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track
the metrics and key performance indicators within the organization as a whole.
You will hold service owners accountable to resolve issues on behalf of your
customers
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.
A day in the life
As a Manager II, ITS (GSD) you will primarily focuses on people management and
team development while supporting our IT operations. The role demands
interpersonal skills as you will supervise, mentors, and evaluate ITS Associates
and Engineers.
Ina typical day, you will meet team embers for one-to-one coaching or
development conversations, review customer interactions, performance reports,
and ensure effective professional development of team members. While maintaining
technical oversight of systems and projects, the ITS Manager II's core function
revolves around building and maintaining high-performing teams, fostering a
positive work environment, and developing staff capabilities. Basic
Qualifications: - 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 4+ years of professional or military experience
- Knowledge of Linux or Unix systems administration Preferred Qualifications: -
Knowledge of hardware architectures
- Experience with system management tools and client/server environments
Amazon is an equal opportunity employer and does not discriminate on the basis
of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our
customers. If you have a disability and need a workplace accommodation or
adjustment during the application and hiring process, including support for the
interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
[https://amazon.jobs/content/en/how-we-hire/accommodations] for more
information. If the country/region you’re applying in isn’t listed, please
contact your Recruiting Partner.
