Cloud Operations Manager, AWS Managed Services (AMS)

at  Amazon Web Services Mexico S de RL de CV

• 5+ years of team management experience
• Experience in Managed Service provider - managing IT environments on behalf of customers.
• Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
• Able to communicate effectively in English, within technical and business settings
  Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into “the Cloud”. As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services.
  The AWS Managed Services team (AMS) provides ongoing management of the AWS infrastructure to corporate clients without an internal team of engineers to oversee that piece of support.
  This team is designed to help corporate clients accelerate cloud adoption, simplify deployment, migration and management using automation as well as machine learning.

Key job responsibilities

• Define and Execute Business Priorities: defining strategic goals for the team as well as planning/documenting key projects and initiatives and tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
• Team and Performance development: performance and career management for the team, mentor all members in order to maintain a well-rounded, world class organization.
• Operational Excellence - You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
• Recruiting and Hiring
• Be the voice of the customer and work with internal AWS resources to ensure that the customer’s SLA’s are met. Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.

A day in the life
As a Managed Services Operations Manager, your core role will be to provide leadership & management needs to our operations engineers. You will work hand-in-hand with senior stakeholders on opportunities to improve our operational practices. Also, work across customer organizations and multiple AWS teams to ensure customers are delivered bar raising service.
About the team
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

• MBA in an engineering or IT related discipline or equivalent experience.
• Experience as a systems administrator or software development engineer. Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Python

Key job responsibilities

• Define and Execute Business Priorities: defining strategic goals for the team as well as planning/documenting key projects and initiatives and tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
• Team and Performance development: performance and career management for the team, mentor all members in order to maintain a well-rounded, world class organization.
• Operational Excellence - You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
• Recruiting and Hiring
• Be the voice of the customer and work with internal AWS resources to ensure that the customer’s SLA’s are met. Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

• MBA in an engineering or IT related discipline or equivalent experience.
• Experience as a systems administrator or software development engineer. Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby, and Pytho