Support Engineering Operations Manager

Job ID: AWS EMEA SARL (UK Branch)

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You'll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

Do you enjoy helping to implement innovative cloud computing solutions and solve technical problems? Would you like to do this leading a team who utilises the latest cloud computing technologies? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

Amazon has built a reputation for excellence with recent examples of being named in customer service, most trusted, and most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

You will need to be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here:

Key job responsibilities
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We are seeking an Operations Manager with strong operational, leadership and technical skills to lead a team of engineers responsible for providing support.

Your team will:
- Field technical support inquiries from customers
- Complete analysis and present periodic reviews of operational performance
- Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning
- Make recommendations to customers about how new AWS offerings fit in their company architecture
- Advocate for customer requirements within AWS (be their voice)
- Work with some of the leading technologists around the world
- Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of AWS customers. You should have strong verbal and written communication skills.
This is a shift work position, including overnight shifts.

About the team
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. Our senior members enjoy one-on-one mentoring and thorough, but kind, code reviews. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

About AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

- 6+ years of engineering experience and 2+ years of direct management / leadership experience within the information technology industry
- Capable of managing an engineering team supporting external services with a business problem or strategy that may not yet be defined
- Able to assess technical support requirements based on where services are at in their life cycle
- Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent work experience

PREFERRED QUALIFICATIONS

- Experience with AWS service offerings
- Experience with web services
- Working knowledge of software development practices and technologies highly desired
- Past experience as a systems administration, network engineer, or software development engineer
- Flexible work schedules (weekends and/or evenings when required)
- Ability to solve complex problems independently
- Meets/exceeds Amazon's leadership principles requirements for this role
- Meets/exceeds Amazon's functional/technical depth and complexity for this role

By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.

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.

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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.