Job Information
Amazon Manager II Support Engineer in Bengaluru, India
Description
Amazon Payments supports multiple payment options and processes millions of transactions every day across numerous countries and payment methods. Over 100 million customers and merchants send tens of billions of dollars moving at light-speed through our systems annually, and use our products on and off Amazon.
We build systems that provide various payments features and process payments at an unprecedented scale, with accuracy, speed, and mission-critical availability. We innovate to improve customer experience across the globe, with support for currency choice, pay using installments, pay with reward points, in-store payments, pay on delivery, credit and debit payments, seller disbursements, gift cards, and many new exciting and challenging ideas are in the works.
If you are excited about the opportunity to learn and work on large scale distributed systems, enjoy trouble shooting and solving complex problems, consider the opportunities at the Bangalore center. Come challenge yourself in our team-oriented atmosphere, and watch yourself grow with one of the fastest growing areas of the Amazon e-commerce product and services platform.
Key job responsibilities
Key Responsibilities Include:
Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
Resource planning to support various program asks.
Drive initiatives to maximize operational efficiency.
Defining measurable metrics to gauge progress against objective Support goals.
Build best-of-class support engineering team
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
Basic Qualifications
BS/BE in Computer Science or equivalent combination of technical education and work experience
Should have minimum of 5+ years of relevant experience
Should have at least 2 year of experience in managing a team of 8-10 Engineers
Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers
Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
Preferred Qualifications
Strong stakeholder management and communication management.
Good people manager who can manage and motivate direct reports and get the best out of them