30+ days ago


Basic qualifications
· 10+ years people management experience, including leading Technical support teams
· 6+ years’ experience managing managers
· 6+ years previous experience implementing and configuring products and technology to solve customer problems.
· Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users
· Meets/exceeds Amazon’s leadership principles requirements for this role.
· Meets/exceeds Amazon’s functional/technical depth and complexity for this role.
· Experience of managing technical teams and managing people managers
· IT infrastructure , IT service management or IT business experience
· Solid understanding of infrastructure, , telephony, PCs, Macs and Linux
· Excellent verbal and written communication skills
· Experience in lean, six-sigma, process improvement.
· Ability to travel regionally and internationally
· Demonstrates integrity, bias for action, innovation and ability to dive into the deepest details
· Motivates others by creating a climate in which people want to do their best

Preferred qualifications

· Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams.
· Background in working with Real Estate and Facilities for infrastructure deployments
· Experience leading IT support team in a contact center structure
· Results-oriented person with strong organizational skills and a delivery focus
· Previous IT experience with integrating mergers and acquisitions
· Experience working with operations and business teams to communicate impacts and to understand business requirements.
· Clear, professional technical writing and communication skills
Professional traits that are not unique to this position, but necessary for Amazon leaders:
· Exhibits excellent judgment
· Hires great people. Develops great people.
· Has relentlessly high standards
· Thinks strategically, but stays on top of tactical execution
· Expects and requires innovation of her/his team
· Thinks big and has convictions
· Results oriented
· Has the innate ability to inspire passion in others
· Be a part of the Earth's largest Cloud Platform organization
· Clear and defined career progression, training & certifications + much more
· Subsidized Healthcare, Sign-on bonus, Stock & Shares, Paid commuting to work, subsidized mobile phone allowance
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.


Amazon and AWS continue to experience explosive growth and we’re constantly moving at pace. The IT Service Technical Support team is looking for an experienced leader to lead and be responsible for the IT Services Technical Support team across Europe, Middle East, and Africa (EMEA). IT Services Technical Support brings the Amazon customer centric approach to how we support Amazonians provided via phone/voice, chat and when required, in-person. Additionally, IT Services Technical Support also provides technical assistance required for meetings, events and live streaming, equipment logistics including deployment, life cycle replacements and equipment returns, maintaining local infrastructure, and supporting special project work. You will need to interface with Amazon leaders and stakeholders on new programs and initiatives. Build relationships with internal business customers to be in the room and solving business challenges, while owning the delivery of support service levels and driving global standardization of processes.

The successful leader is an excellent communicator that finds innovative ways to improve the customer experience while working to define the priorities and track metrics and key performance indicators.

Key Responsibilities

· Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians. Working closely with engineering and other teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
· Directly manage a group of engineers and managers, building an organization that can support and sustain regional growth and customer need.
· Responding to inquiries, escalations, and establishing partnerships with executive level leadership.
· Defining and tracking of metrics and key performance indicators to raise the bar in team performance and customer service.
· Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonians.
· Reducing errors through process improvement and root cause analysis.
· Leading projects in an operational environment.
· Working with engineering teams to plan for the support of new infrastructure and services.
· Working effectively in a cross-functional environment with other support teams, technical / non-technical stakeholders, senior management teams and site directors.
· Traveling regularly to meet with remote staff and customers.
· Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how our customers interact with our services and infrastructure.
The long-term objectives for this leader include:
· Building an organization capable of leading a multi-year transformation.
· Be recognized in the industry for providing the best service per dollar. We are a low margin business. While we do not focus on the frills, we never compromise on the fundamentals of our services.
· Building the skills necessary to deliver the full portfolio of IT services.
· Earn the trust of key stakeholders, moving the organization from reactive support to business partner, influencer and business problem solvers.
· Defining a robust set of metrics that truly measure the effectiveness of IT support and services.
The ideal candidate most likely needs to be a hybrid: part visionary/part leader/part builder/part operator. The distributed service-oriented systems architecture of our platforms and decentralized nature of our organization, presents a significant intellectual and operational challenge to the IT Services Technical Support team. It demands a leader who is passionate about the opportunity to lead a critical IT team at a fast-growing company and who is always driving continuous improvement and simplification for customers and the team.

Meeting these challenges demands a leader with the ability to dive deep into both the technical and the associated business processes. They should have broad technical depth across the infrastructure, application and IT security. They will have a track record for solving business problems using innovative technologies. Amazon has very high expectations for its technical staff. This leader must command the respect and be able to lead a team - of world-class engineers and managers. He or she will have a track record of making high judgment decisions about what to buy and what to build. This leader also needs to have proven ability to define, design for, and meet service level agreements. It is important that this leader have an operational component to their leadership skill set, more specifically leading an organization in a contact center structure. This person will have lead engineering and teams (either internally or externally facing) and overseen a sizable, globally dispersed staff. This leader will have deep technical expertise and be extremely customer-focused and metrics-driven.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.

Source: Amazon Data Srvcs Ireland Ltd