Website Amazon ADCI - Karnataka

IT Manager

Job ID: 758550 | ADCI – Karnataka

DESCRIPTION

We’re a company of pioneers. It’s our job to make bold bets and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.
Amazon’s Fulfillment Technologies group is seeking a pioneer to help build and manage a world class support infrastructure for our fulfillment teams across the globe. Are you looking for a new, interesting and challenging opportunity in a dynamic and changing IT support environment? Does managing a team of engineers to provide creative and high impact technology support motivate you? Amazon is looking for an IT Manager for our contact center in Bangalore, IN. This team is part of our Centralized OpsTechIT Tier 1 organization.
You will be joining a global, trend setting remote support team responsible for resolving complex issues every day for internal customers. OpsTechIT Tier 1 is the initial point of contact for all technical issues in Amazon Fulfillment Centers and Amazon Logistics sites. OpsTechIT Tier is responsible for providing remote support, including end-user support, robotics, imaging, Amazon Lockers and other specialized technical services. The support provided by this team will have global reach and support tens of thousands of Amazon employees. This team will serve as an escalation point for complex issues, optimization of services through the development of automation and remote support technologies. If you’re interested in a pioneering a challenging position with a great company, the IT Manager role might be for you.

Overview:

As a manager, you will be leading part of a team responsible for supporting a complex, highly distributed global network and shaping delivery of IT support to resolve issues efficiently. The solutions support mechanisms developed with this team will help scale out the technical support to keep pace with Amazon’s explosive growth. Key to your success will be your ability to grow our services, build mechanisms to drive process improvements, and meet challenging SLAs and KPIs. You will collaborate with your global peers, local IT and partner teams, and build strong relationships with your operations customers. You are comfortable with a degree of ambiguity and able to re-prioritize to meet rapidly changing business needs. You will also coach, mentor and provide guidance to a diverse team of engineers.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

BASIC QUALIFICATIONS

· Bachelor’s Degree in Computer Science or a related field, or 2 year of Amazon work experience.
· 5+ years of experience in a technical support environment.
· 2+ years of experience leading calls in an incident management or NOC role.
· Demonstrated experience supporting networking hardware platforms such as routers, switches, and firewalls in a large enterprise environment.
· Demonstrated experience driving process improvements.
· Open to a shift based schedule i.e. one weekend day and/or 2nd shift.

PREFERRED QUALIFICATIONS

· Experience as Escalation Engineer or with problem management.
· Former role as a network engineer.
· Tech support experience.
· Demonstrated ability to automate basic tasks in Perl, Python, Ruby or Java.
· CCNA/CCNP/JNCIA/JNCIS certifications a plus.
· Excellent interpersonal skills; ability to work successfully with teams across the organization, including Engineering, Program Management, Operations, and Senior Leadership.