Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.
The AWS Support team is seeking Service Support Analysts that enjoy solving problems, working with customers, and have a strong Service Management background preferably in an Infrastructure Operations or Application Managed Services Provider (MSP) environment. If you fit the description, you might be the person we are looking for!


As Service Support Analyst, you are supporting the AWS Managed Services (AMS) Customer Operations team.
You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
Every day will bring new and exciting challenges on the job while you:
· Support the AMS Customer Operations team, taking responsibility for the day-to-day operations of managing incidents and service request tickets raised by external customers, through assignment to closure.
· Promptly recognise critical customer escalations or events, and initiate internal escalation procedures in a timely manner.
· Promptly supports triage function and allocates calls as appropriate in line with prioritisation matrix.
· Acts under guidance to record and track reliability data for your services.
· Assign tickets to support resources based on client, ticket type, ticket priority, assigned support resources.
· Provide customer-focused 1st line support as part of a team aiming to resolve issues at the first point of contact.
· Provide ticket analysis, reporting, and follow up based on Service Level Agreements (ticket response and resolution times).
· Collation of internal KPI metrics in line with agreed formats.
· Support the Operations Managers in the execution of his/her tasks.
· Responsible for shift planning and resource scheduling.

BASIC QUALIFICATIONS

Basic Qualifications:
· Fluency in English with excellent written and verbal communication skills
· Strong customer focus
· Knowledge of ITIL/Lean Processes
· Proven ability to juggle many tasks in a fast-moving environment
· Self-starter
· Excited about technology

PREFERRED QUALIFICATIONS

· Prior Service Management Experience – You understand and have previously performed the Service Desk Administrative/Analyst tasks for a Managed Services provider
· CompTIA A+, CompTIA, Network +, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation) or other IT industry standard certifications
· Ability to prioritize work based on department and production objectives
· Excellent written and verbal communication skills
· Ability to work, prioritize and make decisions independently in a fast-paced production environment

“Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy/eu ) to know more about how we collect, use and transfer the personal data of our candidates.”


Salary: Competitive
Location: Manchester, UK
Company: Amazon Web Services (AWS)
Job Type: Permanent

“Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy/eu ) to know more about how we collect, use and transfer the personal data of our candidates.”