IT Manager II, OPSTech IT -Service Desk

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon Global IT Support! We're looking for people who strive to "Work Hard. Have Fun. Make History."

Amazon, is seeking bright, adaptable, and hardworking applicants to work at our Corporate Offices in the National Capital Region, India. IT Support Managers work with Amazon teams to provide and support the IT equipment and services they need. We treat Amazon employees as our customers and provide timely, accurate, and professional support. A successful IT Support Manager II excels in a fast-paced, team environment and possesses excellent communication skills. They have a high degree of Leadership skills and technical aptitude over a large scope of IT software, hardware, and networking disciplines.

About The Role

As an IT Support Manager II, you will use your Leadership & technical knowledge and specialized skills to support, build, implement, and improve technology solutions. You are able to manage large projects with minimal guidance that affect multiple locations in a region. You are able to Lead a technical IT Team who take care of customer issues in time of crisis to get them working again. You are actively expanding your scope considering customer need.

Responsibilities include, but are not limited to

• Managing team of ITSEs
• Co-ordination with other internal & external stake holders.
• Support virtual or physical events and town halls for India
• Manage Audio Visual devices and services in India
• SL governance for team ensuring services uptime for customers.
• Helping and leading team to troubleshoot difficult IT problems.
• Lead continuous improvement efforts.
• Audit the quality of work performed and provide constructive feedback when necessary.
• Automate manual tasks; create/improve small tools that help make team operations more efficient.
• Be the first point of escalation.
• Senior Level Customer Support.
• Participate in hiring, training and development of team.
  
  

Basic Qualifications

• Bachelor's degree in Computer science or IT related field.
• 4+ years of experience in two or more of the following: Microsoft Administration, Linux Administration, or Cisco IOS (CLI)
• 4+ years of experience troubleshooting skills in a multi-user high availability environment
• Experience in Audio Visual devices and services
• 4+ years of experience in virtual or physical events and town halls
• 4+ years of experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
• 4+ years of experience in leading Technical team.
  
  

Preferred Qualifications

• Bachelor's degree in Computer science or IT related field.
• Microsoft MCSE, MCITP Systems Administrator (Active Directory) experience
• ITIL certification
• Experience in Audio Visual devices and services
• Experience in Linux, Microsoft, and network systems administration
• Strong troubleshooting skills of very complex systems
• Ability to explain complex IT concepts in simple terms
• Excellent written and verbal communication skills
• Ability to manage high priority projects
  
  

Basic Qualifications

• 5+ years of developing a team of technical professionals across multiple locations experience
• 2+ years of leading technology teams as a information technology operations manager experience
• Bachelor's degree, or 4+ years of professional or military experience
• Knowledge of Linux or Unix systems administration
  
  

Preferred Qualifications

• Knowledge of hardware architectures
• Experience with system management tools and client/server environments
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.