Manager EU Command Center Incident Response, OTS Command CenterAmazon is looking for an experienced people manager to join our global Command Center.
We are looking for a passionate, hard-working, and talented Manager who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of the Command Center, you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Amazon at a global level. You'll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.
Key job responsibilities: Lead high-severity response calls.Ensure fast and accurate triage for a global remote support organization.Direct engineers for resolution.Lead root cause investigations.Implement changes to avert future risk and drive process improvements for Global Operation teams.A candidate must be forward-thinking with People Management skills, possessing a high degree of customer service focus and excellent communication skills. Your reporting staff serves as the liaison and escalation points to Field Operations and Field IT and Engineering.
Your peers will be Operations support managers and system and software support engineers working to ensure Fulfilment Centre systems are healthy and available to meet customer demands. In this role, you will have the opportunity to participate in solutions to business problems that are truly unique to Amazon. This team is global, so strong communication skills are a must.
We value attention to detail, customer obsession, and the desire to always find and remove customer impacts.
About the team: Part of a global team based in the US, EU, UK, and India, using a follow-the-sun model to manage customer impacting events from creation to service restoration. Using a Correction of Error process to prevent repeats of the same root causes impacting other customers. Continually striving to enhance our team's processes, tools, and services we offer to our customers. Focus on impact elimination for our customers and Mean Time to Restore services when a customer or customers are impacted.
Minimum Requirements: People and Team management experience.Networking experience (such as DNS, DHCP, SSL, OSI Model, and TCP/IP).Windows Server technologies: AD, DFS, Print Services, SCCM experience.Technical support experience.Corporate setting Windows, Mac, or Linux Operating systems support experience.Bachelor's degree in IT, computer science, or equivalent.Experience with networking technology (TCP/IP, subnetting, DNS, and DHCP).Experience in a Desktop Support role at a technology company.Experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.
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