IT Support Manager , Ops Tech Solutions
Amazon
DESCRIPTION
Amazon has a unique opportunity for a highly skilled IT people leader to join our Operations team.
Operations is at the heart of Amazon business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies, OpsTech Infrastructure Engineering, Amazon Robotics, Amazon Warehouse Control Systems, and Amazon Lockers.
This role will see you lead a team of IT professionals who provide innovative technical support to Amazon’s Operations team. The technology varies between our different facilities, but Amazon’s core IT infrastructure is fully redundant and relies upon top tier vendor hardware networked over fiber optic, copper, and wireless topologies.
Your internal customers, whether human, robotic, or mechanical, use mobile computing devices, thin clients, integrated computer, and PCs running Windows, Linux, and Android operating systems to virtually and physically move e-commerce items from our suppliers into our fulfillment centers shelves, from those shelves into packaging, those packages into cars, trucks, and airplanes for delivery to front doors around the world.
Key job responsibilities
- Inclusively hire, train, and develop a team of IT professionals.
- Support all safety programs to ensure a safe work environment for all associates.
- Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
- Establish and maintain a positive, productive relationship with operational partners and staff.
- Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
- Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
- Drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.
- You will own all facets of performance and career management for the team including regular one-on-one meetings and the provision of technical and ‘soft skill’ mentoring.
- Create, manage, and support recognition and communication programs.
- Travel up to 30% between different sites in Australia with occasional international trips.