Current Opportunities at Amazon

• As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service.

Key job responsibilities
Define and Execute Business Priorities

• You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.

Team and Performance Management

• You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.

Operational Excellence

• You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.

Recruiting and Hiring

• You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

Incident and Escalations Management

• You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.
• You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.

We are open to hiring candidates to work out of one of the following locations:
Nairobi, KEN
Basic Qualifications

• The right person will have strong people management experience of 8+ years with a track record of success They will be analytical and have experience in leading multiple technical support or operational teams larger than 20 people, in high pressure environments. Must have a record of driving projects to improve operations and support-related processes and the right high-level technical support experience. Strong verbal and written communication skills, which will be key in driving customer and internal communications.

Preferred Qualifications

• Experience with managing IT environments on behalf of customers. Engineering, Computer Science, IT Degree or equivalent experience MBA or equivalent experience.
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus.
• This leader will have a track record of achieving that balance. Experience in one or more of the following Windows, DevOps, Deployment, Networking, Enterprise Software.
• Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build.
• We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.
• Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.
• In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.
• We are required by law to verify your ability to work lawfully in South Africa.
• Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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Key job responsibilities
Every day will bring new and exciting challenges on the job while you:

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with leading engineers around the world.
• Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.

A day in the life

• First and foremost this is a customer support role – in The Cloud.
• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.

Basic Qualifications

• Requires minimum of 4 yrs experience in relevant technical position
• Administrator skills on Microsoft or Linux (or flavor of Linux/UNIX system)
• Excellent knowledge of Networking concepts
• Strong command of Developer & Mobile language/Services: Python, Ruby, PHP, Java, .NET, JavaScript, iOS/Objective-C/Swift, Rest API
• Experience with Inter-application messaging & queueing, development, version control systems, virtualization.
• Experience with web-based applications
• Strong understanding of client/server and distributed systems architectures (WebServers)
• Excellent verbal and written communication skills
• Strong customer focus.
• Strong analysis and troubleshooting skills
• Motivated and excited to be learning about new technologies every day

Preferred Qualifications

• Prior working experience with AWS services
• Experience with Cloud architecture patterns and distributed computing concepts
• Exposure to Mobile application development (iOS / Android)
• Exposure to mobile and web application security best practices
• Detailed knowledge of networking concepts and tools: DNS, HTTP, SSL, SMTP, TCP, iperf, MTR, traceroute, dig
• Exposure to security concepts / methodologies
• Experience handling full application stacks from the OS up through custom applications
• Experience working with identity providers (i.e. Login with Amazon, Facebook Connect, OpenID, etc.) / OAuth
• Experience with push notifications, APNS and GCM