Amazon Looking for IT Support Mgr II (OAV) at Bengaluru, Karnataka, India Full Time

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 AV Manager to join our IT team in Bangalore, India

Your responsibilities: As you keep an eye on your regional AV and IT Infra Support services, the extent of your duties will include but not be limited to:

• Keep an eye on your regional AV Support services, the extent of your duties will include but not be limited to:
• Manage multi-locations teams of technical resources
• Ensuring that AV Infrastructure 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 AV/VC Infra 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/AV assets allocation/de allocation 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 & AV 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 department continually driving operational excellence

Basic Qualifications

• A technical Bachelor’s degree in a relevant discipline is necessary.
• 10+ years of Industry experience including 5+ years of people management (multiple locations)
• Previous, relevant management experience in an IT Infrastructure operations or AV environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager. Additionally, previous experience in IT Infrastructure or AV support.
• You possess networking knowledge and expertise, specifically LAN / WAN, Audio Visual equipment’s and VOIP.
• 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 bachelor 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,
• 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 PRINCE 2 certifications would be advantage
• Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle
• A few of the following technical certifications –
• CTS, CTS-I or CTS-D, or Cedia equivalent
• Crestron DMC-T or DMC-E Certification
• SynAudCon Training
• CTI-P101 Foundations of Crestron Programming Certification
• CompTia Network+ and Cisco Certified Network Associate (CCNA)
• Additional Certifications or formal training by AV manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

Key job responsibilities

Your responsibilities: As you keep an eye on your regional AV and IT Infra Support services, the extent of your duties will include but not be limited to:

• Keep an eye on your regional AV Support services, the extent of your duties will include but not be limited to:
• Manage multi-locations teams of technical resources
• Ensuring that AV Infrastructure 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 AV/VC Infra 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/AV assets allocation/de allocation 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 & AV 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 department continually driving operational excellence

A day in the life

Your responsibilities: As you keep an eye on your regional AV and IT Infra Support services, the extent of your duties will include but not be limited to:

• Keep an eye on your regional AV Support services, the extent of your duties will include but not be limited to:
• Manage multi-locations teams of technical resources
• Ensuring that AV Infrastructure 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 AV/VC Infra 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/AV assets allocation/de allocation 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 & AV 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 department continually driving operational excellence

About The Team

ITS India AV Support Team

We are open to hiring candidates to work out of one of the following locations:

Bengaluru, KA, IND

Basic Qualifications

• 6+ years of developing a team of technical professionals across multiple locations experience
• 2+ years of leading technology teams as a information technology operations manager experience
• Bachelor’s degree, or 4+ years of professional or military experience
• A technical Bachelor’s degree in a relevant discipline is necessary.
• 10+ years of Industry experience including 5+ years of people management (multiple locations)
• Previous, relevant management experience in an IT Infrastructure operations or AV environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager. Additionally, previous experience in IT Infrastructure or AV support.
• You possess networking knowledge and expertise, specifically LAN / WAN, Audio Visual equipment’s and VOIP.
• 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

• Knowledge of hardware architectures
• Experience with system management tools and client/server environments
• A bachelor 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,
• 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 PRINCE 2 certifications would be advantage
• Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle
• A few of the following technical certifications –
• o CTS, CTS-I or CTS-D, or Cedia equivalent
• o Crestron DMC-T or DMC-E Certification
• o SynAudCon Training
• o CTI-P101 Foundations of Crestron Programming Certification
• o CompTia Network+ and Cisco Certified Network Associate (CCNA)
• o Additional Certifications or formal training by AV manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

Company – ADCI – BLR 14 SEZ

Job ID: A2386289