DESCRIPTION
Job summary
At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
We are Amazon we pioneer. Since opening in 1995, we’ve been pushing the boundaries of possible further and further. We’re also working to become Earth’s most customer-centric company
We’re seeking a driven IT Manager to join our IT team in Bangalore, India
Your responsibilities: As you keep an eye on your regional IT Support services, the extent of your duties will include but not be limited to:
. Manage multi-locations teams of technical resources providing remote and deskside services to customers, and hands & feet support to other functions in the organization.
. Ensuring that IT maintenance work and troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
. You’re confident in your IT project management skills: you can coordinate and watch over your team’s projects as they support technical task execution. You’ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
. Lead Operations reviews of IT services covering Customer Satisfaction, SLA performance, Operational metrics (Ageing tickets, Tickets quality, IT assets allocation/deallocation etc.)
. You will be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff,
. You’ll lead people, hours and shifts: this will include staff and team scheduling,
. Inspire continuous improvement of all IT team processes and initiatives: you’ll get behind our Fulfillment department continually driving operational excellence
A day in the life
. A technical Bachelor’s degree in a relevant discipline is necessary.
. 14+ years of Industry experience including 5+ years of people management (multiple locations)
. Previous, relevant management experience in an operations or logistics environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager. Additionally, previous experience in Linux/Unix support and/or Microsoft Windows support,
. You possess networking knowledge and expertise, specifically LAN / WAN and wireless,
. You’re comfortable with IT infrastructure, including comfort with data cabling and other fundamental aspects of computer facilities infrastructure,
. Previous experience of developing, lobbying for, owning and take care of IT budgets including staff, hardware and software,
. You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations,
. Strong analytical skills, along with validated problem-solving ability, are both a necessity,
. Occasional travel will be required.
BASIC QUALIFICATIONS
. A technical Bachelor’s degree in a relevant discipline is necessary.
. 14+ years of Industry experience including 5+ years of people management (multiple locations)
. Previous, relevant management experience in an operations or logistics environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager. Additionally, previous experience in Linux/Unix support and/or Microsoft Windows support,
. You possess networking knowledge and expertise, specifically LAN / WAN and wireless,
. You’re comfortable with IT infrastructure, including comfort with data cabling and other fundamental aspects of computer facilities infrastructure,
. Previous experience of developing, lobbying for, owning and take care of IT budgets including staff, hardware and software,
. You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations,
. Strong analytical skills, along with validated problem-solving ability, are both a necessity,
. Occasional travel will be required.
PREFERRED QUALIFICATIONS
. A Master’s degree in a relevant discipline is a nice-to-have,
. An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP/IP and network file systems,
. CISCO experience and certifications,
. Certifications in Unix/Linux System support and/or Microsoft Windows system support,
. Telecom knowledge, including VOIP / SIP as well as mobile technologies,
. Previous help desk / technical support experience and/or previous Service Delivery and Service Level Management experience,
. ITIL and Prince2 certifications would be advantageous,
. Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle
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