Job Title: Operations Manager The AWS Support Engineering team is seeking an experienced Operations Manager to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings. Our customer-facing engineers resolve technical issues ranging from EC2 Linux general guidance to complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers. A suitable candidate would be someone who is extremely customer-focused, can multi-task, and utilizes both written and verbal communication skills to help our diverse range of customers resolve their complex technical issues. Key Job Responsibilities Field technical support inquiries from customers. Complete analysis and present periodic reviews of operational performance. Provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning. Make recommendations to customers about how new AWS offerings fit in their company architecture. Champion and advocate for customer requirements within AWS. Work with leading technologists around the world. Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible. Drive projects to improve support-related processes and the technical support experience. Strong verbal and written communication skills are a must. Minimum Qualifications Engineering, Computer Science, IT Degree or equivalent experience. 7 years’ experience in managing engineering teams in a high-paced operations environment. 5 years as a senior manager with a track record of success. Hands-on technical experience in security technologies and AWS services. Experience handling large enterprise technical customer escalations. Exceptional people leadership and engagement skills. Project and program management experience in delivering key business outcomes. About AWS Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating. Diversity and Inclusion AWS values diverse experiences and encourages candidates to apply even if they do not meet all qualifications. Work/Life Balance We value work-life harmony and offer flexible work hours and arrangements. Compensation The base pay for this position ranges from $128,600/year to $222,200/year, based on market location and job-related knowledge, skills, and experience. Amazon is committed to a diverse and inclusive workplace and is an equal opportunity employer. J-18808-Ljbffr