Head of AWS Support Services
6d ago
source : Shine

As a member of the AWS Premium Support team, you will be at the forefront of Cloud technologies with interactions across the full breadth of AWS services.

You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2.

The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience.

We have a team of talented engineers located in 5 countries around the world. AWS has an opening for a Site Leader at our Hyderabad, India location who thrives in a dynamic, fast-paced environment.

We are seeking a Site Leader with strong operational, leadership, and technical skills to lead the AWS Support team of operations managers and technical support engineers.

  • The Site Leader will have responsibility to;
  • Leadership of the Hyderabad Support Centre.

    Management of the staff, operational processes, systems and budgets required to provide the world s best support to AWS customers.

    Work directly with Global AWS support teams to ensure a high quality, fast resolution customer experience

    Drive customer communication during AWS critical events

    Drive projects that improve support-related processes and our customers technical support experience

    Ensure the AWS support product offering reflects the needs of the regional market

    Engage with regional sales and other stakeholders to drive AWS Support adoption and customer enablemeProven experience in managing highly technical support teams in a senior position is a must.

    A record of driving operational excellence and continual improvement in highly technical support environments.

    A deep understanding of what great customer service means.

    Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment

    Proven strong customer facing skills

    The ability to perform and lead large teams under pressure.

    Experience with leading highly technical teams providing web related technologies such as Systems administration (Linux and / or Windows) and Networking (DNS, TCP / IP, SSL, DHCP, Load Balancing)

    Proven track record in providing inspirational leadership to large technical teams.

    Degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field

    Experience in Infrastructure / Application service management

    Experience in Cloud computing service offerings

    MBA OR Master s degree in Computer Science, Electronics or Electrical Engineering, Mathematics, or a related field

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