Amazon Hiring For Support Engineering Manager, PRIMS at Bengaluru / Bangalore Full Time

DESCRIPTION

Are you excited by the opportunity to build a diverse and high performing support/ application engineering team Do you want to help the world read more and get more out of reading every day Do you like the idea of seeing your work impact customers shopping without lines Answer yes to any of these and you’ll be a great fit at physical stores tech team. We are looking for a Support Engineering Manager to lead a team of support/devops engineers who create lightweight tools/applications (operational workflows, dashboards, data validation, comparison, scraping, marketing automation, conversion tools, web applications, scheduler, file handling, etc.) for operations and program teams, aimed to reduce cost and improve quality/CX.

As a Support Engineering Manager, you will be responsible for:
. Managing a team of support and devops engineers by providing them guidance on support procedures and keeping them engaged.
. Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
. Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
. Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
. Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
. Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
. Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
. Resource planning to support various program asks.
. Drive initiatives to maximize operational efficiency.
. Defining measurable metrics to gauge progress against objective Support goals.
. Build best-of-class support engineering team
. Play a significant role in hiring, developing, and promotion of support engineers of varying technical levels and backgrounds.
BASIC QUALIFICATIONS

. . B Tech in Computer Science/Engineering or equivalent industry experience.
. 7+ years of development or technical support experience.
. Strong debugging/troubleshooting skills
. Direct management of a team of 3+ support engineers. Management of resources, staffing, mentoring, and enhancing and maintaining best-of-class global engineering teams
. Work closely with the engineers and other engineering managers to architect and develop the best technical design and approach
. Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
. Proven ability to write scripts and automation.
. Understanding of the complete deployment life cycle from design, build, test, deploy
PREFERRED QUALIFICATIONS

. . Hands on experience with improving processes through automation
. Exposure to process improvement techniques. Experience in operational Excellence is preferred.
. Knowledge of one high level programming language (preferably Java).
. Hands on experience in Cloud technology.
. Proven track record of service improvement and optimization in production
. Exceptional communication, documentation and presentation skills for technical and business audiences.
. Excellent verbal and written communication skills
. Ability to solve complex problems independently.
. Experience working with an international team and stakeholders.
. Ability to handle multiple, competing priorities in a fast-paced environment.
. Ability to navigate through ambiguity and delivery incrementally.
. Demonstrates skill and passion for operational excellence.