Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this leading a team who utilizes the latest cloud computing technologies? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?
The AWS Global Support team interacts with a wide range of customers and believes that world-class support is critical to customer success as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.
As a Technical Operations Manager, you will provide strong operational, leadership, and technical skills to lead a team of engineers responsible for supporting a wide range of customers. You will work hand-in-hand with senior stakeholders on opportunities to improve our operational practices, and across customer organizations and multiple AWS teams to ensure customers are delivered bar raising service.
This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.
Key job responsibilities
- Lead a team of support engineers who field technical support inquiries from customers.
- Complete analysis and present periodic reviews of operational performance.
- Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.
- Make recommendations to customers about how new AWS offerings fit in their company architecture.
- Champion and advocate for customer requirements within AWS (be their voice).
- Work with some of the leading technologists around the world.
- Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.
- The right person will be highly technical, analytical, and extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
