Job summary
Are you interested in joining the team responsible for setting the gold standard of Shopping experience for Amazon’s Alexa customers worldwide? Come join us..

Key job responsibilities
As a Support Engineering Manager, you will be responsible for:

Managing a team of support engineers by providing them guidance on support procedures and keeping them engaged.
Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
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
Play a significant role in hiring, developing, and promotion of support engineers of varying technical levels and backgrounds.

About the team
We at OPTIMA are responsible for creating great CX for our customers to shop using Alexa. If you are excited by technology and working in a fast-paced challenging environment drives you, we would love to have you as part of the Alexa Shopping – OPTIMA Operations team. Our goal is to be the North Star of the most reliable source for CX quality insights and ML annotations, to help Alexa shopping feature teams improve CX quality across shopping features, devices and locale

BASIC QUALIFICATIONS

· BE/BTech in Computer Science/Engineering or equivalent industry experience.
· 5+ years of development or technical support experience.
· Excellent verbal and written communication skills.
· Ability to solve complex problems independently.
· Driving monitoring improvements.
· Direct management of a team of 5+ support engineers. Management of resources, staffing, mentoring, and enhancing and maintaining best-of-class global engineering teams.
· Work closely with the engineers and other engineering managers to architect and develop the best technical design and approach.
· Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
· Proven ability to write scripts and automation.
· Understanding of the complete deployment life cycle from design, build, test, deploy.
. Superb communication skills, at all levels of customer and management interaction

PREFERRED QUALIFICATIONS

· Hands on experience with distributed and/or enterprise applications·
· Prior experience in in UNIX, Shell/Perl/Python etc.
· Proven track record of service improvement and optimization in production
· Exposure to processes improvement techniques. Operational Excellence is definitely an added advantage.
· Exceptional communication, documentation and presentation skills for technical and business audiences.
· Experience working with an international team and stakeholders.
· Ability to handle multiple, competing priorities in a fast-paced environment.
· Ability to navigate through ambiguity and delivery incrementally.
· Demonstrates skill and passion for operational excellence.