Manager EU Command Center Incident Response, OTS Command Center

1 month ago

Prague, Hlavní město Praha, Czech Republic Amazon Full time

Amazon is looking for an experienced people manager to join our global Command Center

We are looking for a passionate, hard-working, and talented Manager who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of the Command Center you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Amazon at a global level. You'll be surrounded by people who are wickedly smart and believe that world class service is critical to customer happiness.

Key job responsibilities

On a typical day, your reporting staff will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operation teams. A Candidate must be forward thinking with People Management skills possessing a high degree of customer service focus and excellent communication skills. Your reporting staff serves as the liaison and escalation points to Field Operations and Field IT and Engineering.

Your peers will be Operations support managers system and software support engineers working to ensure Fulfilment Centre systems are healthy and available to meet customer demands. In this role you will have the opportunity to participate in solutions to business problems that are truly unique to Amazon. This is team is a global team, so strong communication skills are a must.

We value attention to detail, customer obsession, and desire to always find and remove customer impacts

About the team

Part of a Global team based in US, EU, UK and India. using a follow, the sun model to manage customer impacting events from creation to services restoration. Using a Correction of Error process to prevent repeats of the same root causes impacting other customers. Continually stringing to enhance our teams process, tools and services we offer to our customers. Focus on Impact elimination for our customers. Focus on Mean Time to Restore services when a customer or customers are impacted.

Basic Qualifications

People and Team management

Networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience

Windows Server technologies: AD, DFS, Print Services, SCCM experience

Technical support experience

Corporate setting Windows, Mac or Linux Operating systems support experience

Bachelor's degree in IT, computer science or equivalent

Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)

Experience in a Desktop Support role at a technology company

Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting

Experience working with Windows server technologies: AD, DFS, Print Services, SCCM

Preferred Qualifications

People management experience

Working in a support capacity

Working in IT specific industry

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.


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