As an increasing number of large enterprises move their critical systems to the cloud, we are in need of high-powered technical leaders to help Amazon's largest and most strategically important Global Financial Services customers navigate the operational challenges of cloud computing. You will work with our top-tier customers in capital markets, insurance, and banking and payments, supporting the software development life-cycle for cloud services, operations management of active services, and business relationships with AWS.
In this role, you will have the opportunity to help shape and execute a strategy to build mind-share and broad use of Amazon Web Services with some of our largest customers. You must possess management and customer-facing skills that enable you to represent AWS well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, regulatory requirements, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud.
As Enterprise Support Manager, you will lead a team delivering AWS Unified Operations (UOps) to Global Financial Services (GFS) customers. Your team of Technical Account Managers serve as the primary operational point of contact for your customers, helping to plan, review, and oversee ongoing operations of business critical applications through application-specific reviews, proactive monitoring, custom runbooks, and rapid critical incident response. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS's largest application workloads. You will lead operations reviews, both internally and with your customers, while constantly seeking ways to improve your customer's AWS experience. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers.
Key job responsibilities
Every day will bring new and exciting challenges on the job while you:
- Champion and advocate for Global Financial Services customers within Amazon Web Services (be their voice)
- Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible
- Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud
- Help Global Financial Services customers define IT and business processes that work well with cloud deployments
- Engage with Director and C-Level executives to translate business needs into technical and operational plans
- Work with AWS executive leadership to influence the product roadmap
- Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response
- Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning
About the team
In GFS, we provide support to some of the world's largest financial services industries. We align ourselves with our customers to support their adoption of the cloud. We analyze and assist with financial goals, performance goals, and partner with our customers to provide a cloud experience that suits their needs. We cover the divisions of capital markets, insurance, and banking and payments.
BASIC QUALIFICATIONS
- Experience hiring, developing, and managing high-performing technical teams
- Experience improving and creating new processes and structure to achieve goals
- Experience driving projects to improve support-related processes and technical support
- Experience using generative AI tools in your own workflow and driving their adoption across a team to improve business outcomes and operational effectiveness
- 7+ year experience in leading/managing Technical teams
PREFERRED QUALIFICATIONS
- Experience scaling an organization through rapid growth or expansion
- Experience in a similar role such as technical account manager, consultant, solutions architect, platform engineer, systems engineer, cloud architect, or service delivery manager
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
- Experience effectively communicating complex concepts through written and verbal communication
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience developing customer relationships and influencing key decision-makers
- Experience in strategic planning
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 221,100.00 - 299,200.00 USD annually
