Cloud Infrastructure Support Engineer Manager

hace 2 días


Xico, México Amazon A tiempo completo

About Amazon Music

Amazon Music is at the forefront of innovation, pushing the boundaries of what's possible in cloud infrastructure. Our team is shaping the future of how we operate in new regions, ensuring seamless scalability and resilience for our customers globally.

Job Overview

We're seeking a talented Support Engineering Manager to join our Region Flexibility team. As a leader, you'll be responsible for managing a team of support engineers, resolving technical problems, and identifying customer needs. You'll inspire your team to drive innovation, implement best practices, and deliver exceptional results.

Key Responsibilities

  • Monitor and resolve trouble tickets within defined SLAs, driving escalations to engineering teams as needed.
  • Lead root cause analysis, impact analysis, and production deployment support.
  • Develop automated frameworks, tools, and solutions to enable stakeholders/business owners to monitor health and drive business outcomes.
  • Nurture talent towards building applications/debugging and making code-level fixes.
  • Foster regular interactions with internal business-owners to understand requirements and business priorities, defining engagement models and driving improvements.
  • Develop support strategies and create appropriate harnesses, along with pragmatic approaches for quick and effective support.
  • Resource planning to support various program asks.
  • Drive initiatives to maximize operational efficiency.
  • Define measurable metrics to gauge progress against objective support goals.

Requirements

To succeed in this role, you'll need:

  • A strong understanding of support processes, including SLA handling, ticket monitoring, and process metrics.
  • Excellent stakeholder management and communication skills.
  • A good command of Windows and Excel.
  • Strong analytical skills and ability to work in an unstructured and evolving environment.
  • Experience in hiring, recruiting, developing, and promoting technical contributors and engineers.
  • A minimum of 7-10 years of relevant experience, with at least 2 years of experience in managing a team of 10-15 engineers.

Estimated Salary Range: $150,000 - $200,000 per year

This role offers a unique opportunity to shape the future of cloud infrastructure and make a meaningful impact on our customers' experiences. If you're passionate about solving complex problems and driving innovation, we'd love to hear from you.



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