A Bachelor degree from an accredited university or equivalent Amazon experience.
- 7+ years of experience managing technical teams.
- Excellent oral and written communication skills.
- 7+ years of experience dealing with telecoms support and various WAN technologies.
- Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
Job Summary Do you want to work hard, have fun, and make history? Are you highly customer centric, with strong technical knowledge of complex systems and relevant experience leading the organizational response to company critical incidents? Amazon OpsTech IT is seeking an experienced and talented Carrier Engagement team (ONCET) manager to be a part of our global WAN support team.
The OpsTech IT organization exists to guarantee high availability and uptime across Amazon's entire Operations Technology infrastructure and this group focuses on WAN health and performance.
In this role, you will provide leadership and direction for the global team that focuses on WAN health and performance for the global fulfillment, middle and last mile locations, identifying root causes, and ensuring remediation steps are complete. Using data learned from those incidents, you will drive further improvements into our automation, tooling, and processes so that the next event is shorter or avoided entirely. You will be responsible for setting the program strategy and direction, holding our telecoms partners accountable, and championing a culture of continuous improvement. Organizational skills and attention to detail are imperative.
While the team you manage will be located in Europe, you will be working as part of a global team, and your ability to work independently with limited direction, communicate effectively with team members in different geographic locations, and establish strong partnerships with the delivery teams will be critical to your success.
Responsibilities include, but are not limited to: Drive the resolution, root cause analysis and remediation of WAN events across the globe. Develop and manage short term planning and long term global strategy for the ONCET team. Maintain and report on KPIs to track program success and identify opportunities for improvement. Communicate consolidated status reports for IT leadership. Function as the escalation point for relevant customer concerns or issues. Drive global incident prevention and incident management initiatives across all teams. Actively participate in hiring and developing engineers across the organization. - Advanced technical routing/switching skills are a plus.
- Strong analytical skills and problem solving background.
- Lean management and continuous improvement experience.
- Ability to engage at all levels of the organization, including senior business executives.
- Strong influencing skills and negotiation skills.
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