EU Command Center Incident Response Manager
hace 4 semanas
About the Role
Amazon is seeking an experienced people manager to lead our global Command Center team. As a Manager of EU Command Center Incident Response, you will be responsible for removing risk to the customer, resolving globally impacting barriers, and driving innovation within the team. You will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Amazon at a global level. You'll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.
Key Responsibilities
On a typical day, your reporting staff will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operation teams. A candidate must be forward-thinking with people management skills, possessing a high degree of customer service focus and excellent communication skills. Your reporting staff serves as the liaison and escalation points to Field Operations and Field IT and Engineering.
About the Team
Part of a global team based in the US, EU, UK, and India, using a follow-the-sun model to manage customer-impacting events from creation to services restoration. Using a correction of error process to prevent repeats of the same root causes impacting other customers. Continually striving to enhance our teams' process, tools, and services we offer to our customers. Focus on impact elimination for our customers. Focus on Mean Time to Restore services when a customer or customers are impacted.
Requirements
People and team management
Networking experience (such as DNS, DHCP, SSL, OSI Model, and TCP/IP)
Windows Server technologies: AD, DFS, Print Services, SCCM experience
Technical support experience
Corporate setting Windows, Mac, or Linux Operating systems support experience
Bachelor's degree in IT, computer science, or equivalent
Experience with networking technology (TCP/IP, subnetting, DNS, and DHCP)
Experience in a Desktop Support role at a technology company
Experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
Experience working with Windows server technologies: AD, DFS, Print Services, SCCM
Preferred Qualifications
People management experience
Working in a support capacity
Working in an IT-specific industry
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use, and transfer the personal data of our candidates.
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