We are looking to hire a highly motivated, best-in-class InfraOps Support Manager to lead our growing team within Corporate Infrastructure Services. The InfraOps Support Manager will oversee a team of engineers providing Tier I and Tier II support for large scale, enterprise class network, AV, and print services.
Key job responsibilities
This position is responsible for managing team operations, team development and driving continuous process/tool improvements while working closely with Service Managers/Owners and IT Services partner teams. The manager will drive operational improvements, mentor and develop engineers, establish and maintain mechanisms, drive operational inspection, and ensure the team delivers exceptional service quality. This role requires balancing hands-on technical leadership with people management, fostering a culture of continuous improvement, and working with minimum supervision to deliver operational changes and projects focused on infrastructure services. The desire and ability to work in an ambiguous, collaborative environment while building and leading high-performing teams is essential for success.
A day in the life
- Review, inspect and analyze daily team and individual performance.
- Effectively and timely coach teams and individual engineers, developing talent and providing career goals and progression.
- Coordinate incident response roles, shifts and coverage for your assigned timezones.
- Coordinate with peer InfraOps managers to ensure 24/7 responses.
- Communicate with Leaders, Partners and Stakeholders timely and effectively regarding operational challenges.
- Deep Dive incident responses and operational challenges, and produce proposals to create or iterate new process or tool solutions.
BASIC QUALIFICATIONS
- 2+ years of leading technology teams as a information technology operations manager experience
- Bachelor's degree, or 4+ years of professional or military experience
- Knowledge of networking protocols, to include HTTP(S), DNS, and TCP/IP
- 2+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- Experience in technical support
PREFERRED QUALIFICATIONS
- 4+ years of developing a team of technical professionals across multiple locations experience
- Experience in managing an engineering team operating at scale
- Experience supporting video conference and teleconference equipment
- Experience hiring, developing and promoting engineering talent
- ITIL V3 certification
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.
InfraOps Support Manager II, Operations Management Center (OMC) • Vancouver, British Columbia, CAN
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