Senior Technical Services It Manager Job in Amazon

DESCRIPTION

Amazon Ops Tech IT India is looking for a Senior IT Services Manager to help drive the execution and improvement of key service delivery processes throughout the organization This person will own the customer experience and build a relationship starting from the customer and working backwards through the support organization and into the engineering teams. They will establish Key Performance Indicators (KPIs) and focus on Operational Excellence to improve the reliability, availability and quality for the services utilized by customers. A successful candidate will have experience operating in high-pressure situations, a proven ability to handle competing priorities and possess a high level of discipline while remaining flexible.
This organization of IT professionals installs and maintains the technical infrastructure used by thousands of Amazon associates working in Logistics sites across India, including the management and definition of core service levels. This team is experiencing rapid growth as we expand our India Logistic Fulfillment and Delivery Centers. In this role you will provide coaching, mentoring and guidance for a diverse team of IT Service Managers and IT engineers. You will travel and work directly with our logistic operational management, learn about the business first hand and develop relationships with General Managers and Senior Operations leaders. You will regularly manage large, cross-functional projects and interact with software developers, executives, vendors and other support teams.

BASIC QUALIFICATIONS

10+ years experience managing technical teams
5+ years experience managing core IT Services such as Incident, Change and Problem Management
5+ years leading IT Service Management/ ITSM teams. Experience with ITIL and building an IT Service Management Organization.
Prior Leadership experience in leading engineering or technical teams. Experience in operating global IT infrastructures.
5+ years managing people managers
Strong stakeholder management and proven experience working as a business partner for senior leaders
Proficient verbal and written communication skills
Experience working and partnering with senior business stakeholders
Ability to travel up to 25%.
A Bachelor degree from an accredited university or equivalent Amazon experience
Previous IT Infrastructure Operations, IT Service Management or IT Business Operations experience.

PREFERRED QUALIFICATIONS

7+ years experience managing managers
A solid understanding of networking, server and desktop technology and proven methods on providing innovative solutions to customers
Proven track record of managing and delivering large-scale enterprise IT projects, managing senior technical teams including architects, IT support teams with a large end user base.
Strong technical acumen, including the ability to understand the customer or partner IT landscape, identify opportunities and overcome any technical obstacles
Strong leadership capabilities, having the ability to communicate effectively with a diverse set of customers or partners, across multiple disciplines.
Ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution
Motivates others by creating a climate in which people want to do their best
Experience with frontend and backend software design
Demonstrates integrity and is widely trusted
Availability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.
Must exhibit bias for action, be innovative and be able to dive into the deepest details.
MBA or Masters Degree in a technical discipline