Technical Operations Manager

• Employment Type: Full-time
• Department: AWS Sales, Marketing, and Global Services (SMGS)

• Manage day-to-day shift operations, ensuring the team meets SLA commitments.
• Provide necessary resources and support to engineers for delivering top-tier customer support.
• Participate in the hiring process to build and expand the Support Engineer team.
• Influence senior engineers and development teams to enhance customer support.
• Drive and implement initiatives to optimize customer support experience.
• Manage engineers effectively, focusing on both customer support and career growth.
• Handle escalations and direct engineers to appropriate teams.
• Lead technical and business discussions to drive resolutions.

Role Expectations

• Mentor new hires, develop internal and external knowledge resources, and deliver training.
• Collaborate with development teams to address complex issues and feature requests.
• Develop scripts and tools to improve team efficiency.
• Engage in process improvements and strategic planning.

Required Qualifications

• Bachelor's degree or equivalent experience in a technical role.
• 9+ years in IT, with at least 2+ years managing a team.
• Strong technical background in areas such as databases, big data, AI/ML, and analytics.
• Knowledge of operating systems, hardware, storage, networking, security, and cloud infrastructure.
• Strong communication skills for handling AWS customer events.

Preferred Qualifications

• International experience is a plus.
• Proven ability to balance innovation with customer and quality focus.
• AIML expertise is preferred.

About AWS

AWS is the world's most comprehensive and widely adopted cloud platform, continuously innovating to support businesses from startups to large enterprises. AWS values diversity, work-life balance, and career growth, offering mentorship and a supportive culture.

For more details or to apply, visit the AWS careers page.