Description AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services. The AWS India Support team is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers resolve customers’ technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings. Apart from working on a broad spectrum of technical issues, an AWS India Support Manager may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives. Our Engineers are also the “voice of the customer” and have a strong voice into the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Support Engineering sites located globally, there is no after hours on-call or mandated overtime in this role! Key job responsibilities Key expectations of the AWS India Support Manager include: • Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met. • Drive personnel management ensuring the engineers have what they need to provide best-in-class support. • Participate in Hiring Process to hire and build/grow team of Support Engineers in India. • Influence Sr. Support Engineers and development teams to improve the customer support experience. • Propose, drive, and implement initiatives within the support organization to maximize the customer support experience. • Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career. • Handle escalations and guide engineers to the proper teams by diving deep into the problem. • Drives effective business and technical discussions. A day in the life Apart from working on a broad spectrum of technical issues, an AWS India Support Manager may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives. Our Engineers are also the “voice of the customer” and have a strong voice into the development teams for recurring issues or feature requests. There is no after hours on-call or mandated overtime in this role! About the team Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred 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. 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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and 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 Basic Qualifications • 9+ years of experience in technical support, engineering or operations environment, 2+ of which should be in managing technical teams. • Proven track record of driving improvement programs in the operations, engineering and support fields; Proven track record of delivering results through people, business and operations management. • Bachelor’s degree OR equivalent experience in a technical position • Hands on experience in one of the technical domains Data Analytics and Database, Cloud exposure and Hands on experience and understanding of Linux/Windows and Networking, Security communication during AWS critical events. • Ability to understand service architecture and operational parameters, to effectively manage and handle complex escalations. • Good experience on hiring candidates, mentoring and developing employees in their career. Preferred Qualifications • International experience is an added bonus. • The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader must have a track record of achieving that balance. • AWS SAA certification will be plus. • Analyze, leverage data and metrics, both qualitative and quantitative to take decisions.