Job Information
Amazon AWS Operations Manager (Japanese Proficiency) in Toronto, Ontario
Description
ABOUT US
Amazon.com has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon’s technology business 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 with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.
Amazon has a fast-paced environment where we “Work Hard, Have Fun, Make History.” On a typical day, a / Engineer might thoughtfully work with customers to dive deep into the root cause of an issue, investigate why a metric is trending the wrong way or a deployment is failing, consult with a diverse range of engineers at Amazon and discuss radical new approaches to automate operational issues.
ROLE DESCRIPTION
The AWS Premium Support team is seeking an experienced Operations Manager based in Toronto to lead a team of 15-20 Support Engineers providing world-class support in Japanese language on all AWS offerings ( http://aws.amazon.com/ ). Our customer facing engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.
Apart from working on a broad spectrum of technical issues, an AWS Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
Our Engineers are also the “voice of the customer” and have a strong voice into the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role!
A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills in Japanese language to help our diverse range of customers resolve their complex technical issues.
Your role and responsibilities will include
· Field technical support inquiries from customers.
· Complete analysis and present periodic reviews of operational performance.
· Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning.
· Make recommendations to customers about how new AWS offerings fit in their company architecture.
· Champion and 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. Strong verbal and written communication skills also a must.
About the team
About AWS
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.
Why 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
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
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.
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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords engineers options to work in the office every day or in a flexible, hybrid work model near one of our Amazon offices. Our hybrid models allow you the freedom to work from home whenever in-office collaboration isn’t necessary.
We are open to hiring candidates to work out of one of the following locations:
Toronto, ON, CAN
Basic Qualifications
Excellent oral and written communication skills in both Japanese and English language
Engineering, Computer Science, IT Degree or equivalent experience.
3+ years’ experience in engineering teams in high-paced operations environment
Preferred Qualifications
Hands on Technical experience in Security technologies
Technical experience in AWS services
Innovative-thinking balanced with a strong customer and quality focus
MBA or equivalent experience.
Experience handling large enterprise technical customer escalations
Exceptional people leadership and engagement skills and demonstrated ability to inspire and motive a team of up to 14+ members
Project and program management experience in delivering key business outcomes · Strong record of driving projects to improve operations and support-related processes and the right technical support experience.
Experience working with large businesses and enterprises in a Japanese speaking environment.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.