as well as in print formats for sale on Amazon’s global marketplaces, bookstores and other online retailers using Amazon’s state-of-the-art Print on Demand (POD) technology.
KIX is an important part of Amazon’s vision to provide its Kindle and print book customers with the world’s largest selection in the format they prefer eBook or paperback.
The KIX Support Engineering team provides tier 2&3 services production support and is also responsible for providing multifaceted services to the Kindle digital product family of development teams and working with production operations teams for software product release coordination and deployment.
This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.
Key job responsibilities
As a Support Engineering Manager, you will be responsible for :
Managing a team of support engineers by providing them guidance on support procedures and keeping them engaged.
Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
Build automated frameworks, tools, solutions to drive operational excellence
Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
Developing support strategies for quick & effective support.
Resource planning to support various program asks.
Drive initiatives to maximize operational efficiency.
Defining measurable metrics to gauge progress against objective Support goals.
Build best-of-class support engineering team
Play a significant role in hiring, developing, and promotion of support engineers of varying technical levels and backgrounds.