Support Engineering Operations Lead

hace 2 semanas

Ciudad de México, Ciudad de México Amazon Web Services Mexico S. de R.L. de C.V. A tiempo completo

About the Role


Amazon Web Services Mexico S. de R.L. de C.V. is seeking a highly skilled Support Engineering Operations Manager to join our team. As a key member of our organization, you will be responsible for providing leadership and management to our operations engineers, working closely with senior stakeholders to identify opportunities to improve our operational practices, and collaborating with cross-functional teams to ensure exceptional customer service.



Key Responsibilities




  • Define and Execute Business Priorities: Develop strategic goals for the team, plan and document key projects and initiatives, track progress against goals, and ensure the team remains focused and unblocked.
  • Team and Performance Development: Foster a culture of excellence, mentor team members, and promote career growth and development.
  • Operational Excellence: Drive best practices, identify opportunities for improvement, and optimize operational processes to deliver exceptional customer service.
  • Recruiting and Hiring: Partner with cross-functional teams to identify and develop top talent.
  • Customer Advocacy: Work closely with internal stakeholders to ensure customer SLAs are met, and communicate customer needs and feedback to drive improvement.


About Amazon Web Services



Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, providing a robust suite of products and services to power businesses. As a member of the AWS Support team, you will have the opportunity to work at the forefront of cloud technologies, collaborating with customers and internal stakeholders to deliver exceptional service and drive business growth.



Requirements




  • 7+ years of experience managing engineering teams
  • Bachelor's degree in Engineering, Computer Science, or equivalent experience
  • Technical background and working knowledge of protocols (HTTP, DNS, and TCP/IP) and cloud service offerings (AWS, Azure, etc.)
  • Process improvement, project/program management experience in delivering key business outcomes
  • Able to communicate effectively in English, within technical and business settings


Preferred Qualifications




  • MBA in an engineering or IT-related discipline or equivalent experience
  • Technical experience in AWS services
  • Experience handling large enterprise technical customer escalations
  • Experience as a systems administrator or software development engineer

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