IT Manager, Ops Tech Solutions Delivery

About The Role

You will be leading a team of IT professionals with various skill sets to provide truly innovative technical support to Amazon’s Operations team who fulfill our customer promises millions of times a day. 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 and OSHA compliance 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.
• Lead infrastructure builds in new facilities.
• 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).
• Develop and maintain policies, procedures, and processes.
• Oversee management of equipment and parts inventory.
• Create, manage, and support recognition and communication programs.
• Travel up to 30%.

Basic Qualifications

• Bachelor's degree, or 4+ years of professional or military experience
• 5+ years of developing a team of technical professionals across multiple locations experience
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• Leadership experience in a 24x7 operation supporting physical IT infrastructure (compute, network, storage).
• Experience working with network architecture and client server technology.

Preferred Qualifications

• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in software development
• Experience in a fast-paced, high-tech company, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
• Experience in making data driven business decisions
• Experience managing multiple projects, prioritizing, planning, and managing time
• Experience in procurement, budgeting, forecasting, or asset management
• Experience hiring and developing strong talent and building a team
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
• Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or Technical discipline.

Benefits

• Comprehensive healthcare benefits starting on Day 1 (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• Up to 20 weeks of paid parental leave
• 401(k) matching
• Paid time off
• Casual dress code (jeans, t-shirts, sneakers, and sometimes a neon safety vest)

Pay

Base salary range: $116,800.00 - $160,000.00 USD annually (NY, Niagara Falls location). Final compensation will be determined based on factors including experience, qualifications, and location. Your Amazon package will also include sign-on payments and restricted stock units (RSUs).

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