Job based in LuxembourgATS (Amazon Transportation Services) is the core of Amazon transportation pipeline. It creates, manages, and optimizes the Amazon Transportation Network to save cost for the customer and the company.
We are looking for Support Engineering Manager with the experience to manage all aspects of a mission-critical engineering support organization and a strong delivery record to execute strategic, cross-functional operations and technology projects.
This position involves regular communication with senior lederhip on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential.
As the Manager of this team, you will have technical ownership of day-to-day application support operations. You will be responsible for software support functions in one of the most demanding organizations within Amazon.
Successful candidate for this role will have an established background in managing software support organization, has a strong customer focus, excellent project management skills, great communication skills, and a motivation to achieve results in a fast paced environment.
This manager will collaborate with business teams, program / project management teams, and software engineering teams to achieve Operational Excellence and scale our business.
The role also involves driving internal development projects and building custom tools to enhance efficiency of support operations.
Lead a team of highly talented Dev Ops engineers responsible for managing all aspects of mission-critical systems. Drive process and service improvements, and improve day-to-day operational efficiency.
Investigate and recommend approaches and systems that meet quality, performance and sustainability criteria Create operational run-books for events and services.
You'll lead them to create and efficiently use tools and processes to triage, track, and resolve customer issues within a rapidly growing development organization.
You’ll be serving as the customer ambassador in engineering.
You will be accountable for performance of Amazon's core business functions, by partnering with development teams building reliability into code, make process investments helping Amazon scale its operations for current and next-generation systems.
Other responsibilities include continuously raising the bar on operational excellence, waste elimination and continuous improvement for the large-scale distributed systems.
You should be able to clearly articulate, through data, productivity gains achieved.
Some of the key job functions of the Support Engineering Manager are :
Building / Leading a team of highly-capable, curious and inventive individuals to provide support of our incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple product lines.
Providing insight into customer-facing issues within Amazon Supply Chain systems, including identifying patterns and root causes, scoping and delivering tools for troubleshooting, and expanding our knowledge base.
Responsible for building metrics and drive operational excellence.
Driving operational and quality of service improvements, strategic planning, and effective influence across the development team.
Developing operational tools and driving its roadmap
Handle the escalations, effectively communicate with a global audience and participate in calls resolving outages
Drive innovation and improve the overall efficiencies by reducing operational burden.
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Your Profile# Bachelor’s degree in Computer Science or Logistics related discipline
10+ years of relevant experience
2+ years people management experiencePLEASE SUBMIT YOUR IN ENGLISHPreferred Qualifications# Deep hands-on technical expertise with logistics applications
Excellent verbal and written communication skills
Strong business and technical vision
Ability to handle multiple competing priorities in a fast-paced environment
Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutionsStandard Images