Support Engineer Manager II,L5, Kindle Ingestion Experience
Amazon
Bangalore, IND
2d ago

Job summary

  • The Kindle Ingestion and Expansion (KIX) team enables independent authors, content creators and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners’ Lending Library;
  • 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.

    BASIC QUALIFICATIONS

  • B Tech in Computer Science / Engineering or equivalent industry experience.
  • 7+ years of development or technical support experience.
  • Strong debugging / troubleshooting skills
  • Management of resources, staffing, mentoring, and enhancing and maintaining best-of-class global engineering teams
  • Work closely with the engineers and other engineering managers to deliver support activities
  • Strong understanding of support processes SLA, handling tickets, monitoring, processes and metrics.
  • Understanding of the complete deployment life cycle from design, build, test, deploy
  • PREFERRED QUALIFICATIONS

  • Hands on experience with improving processes through automation
  • Exposure to process improvement techniques. Experience in operational Excellence is preferred.
  • Knowledge of one high level programming language (preferably Java).
  • Proven track record of service improvement and optimisation in production
  • Exceptional communication, documentation and presentation skills for technical and business audiences.
  • Excellent verbal and written communication skills
  • Ability to solve complex problems independently.
  • Ability to handle multiple, competing priorities in a fast-paced environment.
  • Ability to navigate through ambiguity and delivery incrementally.
  • Demonstrates skill and passion for operational excellence.
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