Overview AWS is seeking a highly motivated manager who is passionate about people, operations and technology. AWS Support provides global technical support to a wide range of external customers as they build mission‑critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting companies that are taking advantage of a growing set of services and features to run their mission‑critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon to develop these new capabilities. As an Operations Manager you will be responsible for the day‑to‑day management, development, coaching and engagement of highly skilled Escalation Engineers who are focused on delivering an extraordinary customer experience in every interaction. You will be part of a global Event and Escalation Management team, driving resolution to AWS Service‑Impacting Events as well as escalations related to Support. This role has direct interaction at the Director, General Manager and Vice President layers of the organization. Responsibilities Every day will bring new and exciting challenges whilst you: Drive customer experience and operational excellence improvements across the Event and Escalation Management team globally. Hire, develop and inspire a team of Escalation Engineers. Work closely with peers to drive initiatives and outcomes at the local and global level. Leverage day‑to‑day experiences to provide the voice of the customer to internal AWS teams. Ideal Candidate Enjoy being a really great people manager. Building, motivating and mentoring a world‑class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day‑to‑day people and performance management tasks. Have a strong understanding of Mission Critical and Incident Management practices. The ideal candidate will have past experience working and managing mission‑critical events and have a strong knowledge of incident and problem management methodologies. You will also need an architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners. Have strong project & product management experience. The successful candidate will be comfortable defining the priorities for an infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project. Know how to run a tight, lean, efficient operation. The right candidate will want to measure everything and be very data driven. He/She will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team. Be great fun to work with. Our company credo is “We Pioneer”. The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun. Basic Qualifications 5+ years of managing with a track record of success experience 7+ years of engineering team management in a fast‑paced operations environment experience Experience as a manager with a track record of success Experience in engineering teams management in a fast‑paced operations environment Experience managing IT environments on behalf of customers Preferred Qualifications Bachelor's degree in Engineering, Computer Science, or a related technical field Master of Business Administration Experience driving projects to improve operations and support‑related processes Experience handling large enterprise technical customer escalations Experience in AWS services Experience in project and program management and delivering key business outcomes Acknowledgement Of Country In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. Equal Opportunity Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr