Senior Technical Operations Manager

About the role

Amazon Web Services (AWS) Support provides global technical support to customers building mission‑critical applications on AWS. As a Support Operations Manager you will lead a growing team of engineers, ensuring operational excellence and delivering an exceptional customer experience.

Key responsibilities

• Define and execute business priorities, setting strategic goals and overseeing key projects and initiatives.
• Manage team performance and career development through regular one‑on‑ones, mentoring, and oversight of project delivery.
• Drive operational excellence by implementing best practices, optimizing processes, and leading global improvement initiatives.
• Lead recruiting and hiring efforts, coordinating with internal and external recruiters and ensuring proper training for new hires.
• Handle incident and escalation management, acting as the point of contact for critical issues and improving tools and processes.

Required profile

• 8+ years of people‑management experience, leading technical support or operational teams of 20+ members.
• Strong analytical background with a proven track record of driving projects that improve operations and support processes.
• Excellent verbal and written communication skills.

Required skills

• Windows
• DevOps
• Deployment
• Networking
• Enterprise Software