Operations Manager (IM) (WFH Option in South Africa), AWS Support (E2M) at Amazon

Every day will bring new and exciting challenges whilst you:

• Drive customer experience and operational excellence improvements across the Incident Management team globally.
• Build mechanisms that help the team scale.
• Hire, Develop and Inspire a team of Incident Management Engineers
• Work closely with peers to drive initiatives and outcomes at the local and global level.
• Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.

The ideal candidate will look like this:

• Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
• Have a strong understanding of Mission Critical and Incident Management practices. The ideal candidate will have past experience working and managing mission critical events and have a strong knowledge of incident and problem management methodologies. You will also need and architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.
• Have strong project & product management experience. The successful candidate will feel comfortable defining the priorities for a infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project.
• Knowledge / experience building mission critical systems that support internal Engineering workflows.
• Know how to run a tight, lean, efficient operation. The right candidate will want to measure everything and be very data driven. He/she will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
• Be great fun to work with. Our company credo is “We Pioneer”. The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun.
• Virtual employees are required to have a minimum available bandwidth of 20MB Upload/20 MB Download.

BASIC QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience
• 5+ years of experience managing teams in relevant service reliability or mission critical operations.

PREFERRED QUALIFICATIONS

• The right person will be highly technical, analytical and will have strong focus on operational excellence.
• Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
• Experience managing IT environments on behalf of customers.
• ITIL V3 qualification.
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
• Flexible work schedules (weekends and/or evenings when required).
• Strong verbal and written communication skills and demonstrated technical leadership.