IT Manager, Ops Tech Solutions (OTS)

About the role

OTS provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies, OpsTech Infrastructure Engineering, Amazon Robotics, Amazon Warehouse Control Systems, and Amazon Lockers.

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%.

Qualifications

• 5+ years of developing a team of technical professionals across multiple locations experience
• 2+ years of leading technology teams as an information technology operations manager experience
• Bachelor's degree, or 4+ years of professional or military experience
• Knowledge of Linux or Unix systems administration
• Experience working and communicating with multiple stakeholders, C-level executives and cross-functional teams
• Experience in a 24x7 operational services or support environment

Preferred Qualifications

• Knowledge of hardware architectures
• Experience with system management tools and client/server environments
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
• Experience in procurement, budgeting, forecasting, or asset management

Benefits

• Comprehensive healthcare benefits starting on Day 1 and up to 20 weeks of paid parental leave
• No suit and tie requirement
• Competitive compensation packages including sign-on payments and RSUs
• Comprehensive benefits including medical, dental, vision, prescription, life insurance, EAP, mental health support, and more