Network Operations Manager

Amazon is looking for a Network Operations Manager to build and lead a team of highly skilled Network Engineers. This team is the escalation point of contact for all critical network issues in Amazon Fulfillment Centers and Amazon Logistics sites globally. The team is responsible for providing Tier 3 support for the Amazon network infrastructure and other specialized technical services. The support provided by this team will have global reach and support tens of thousands of Amazon Associates.

As a Network Operations Manager you will be responsible for leading a team of 6-8 Network Engineers. In addition, you will be responsible for end-to-end problem management for our network infrastructure to include coordinating with other engineering and support organizations, and vendors to drive solutions. At Amazon, we ask our technical managers to be strong engineers who can dive deep and get involved in addition to being strong managers.

Responsibilities:
Operational Excellence
As a manager you will be expected to drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers and ensuring that their needs and issues are being addressed.

Network Measurement
You will be expected to drive quality into the metrics we report to assist us in focusing on the areas that give us the best ROI. This includes measurement of our resolution rates, project plans, and response times.

Performance Management/Team Health
You will own all facets of performance and career management for the team. Regular one-on-one meetings with all team members are required. You will be expected to provide both technical and ‘soft skill’ mentoring in order to maintain a well-rounded, world-class organization. This includes project management, quality audits, and coordination of training sessions with senior-level engineers as well as day-to-day oversight of the team including scheduling.

Incident/Change Management
You will be integral to developing and improving incident and change management within the Networking space. Responsibilities include driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the Amazon platform and customer base.

Recruiting and Hiring
You will take the lead in hiring quality personnel who not only fit the needs of the current organization but also will allow the team to scale with platform and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during on-site interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

This is an amazing opportunity in terms of responsibility, interesting challenges and high visibility. We truly are looking for the highest quality candidates, so you should expect a rigorous interview process.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation

· Experience as Escalation Engineer or with problem management.
· Former role as a network engineer.
· Tech support experience.
· Demonstrated ability to automate basic tasks in Perl, Python, Ruby or Java.
· CCNA/CCNP/JNCIA/JNCIS certifications a plus.
· Excellent interpersonal skills; ability to work successfully with teams across the organization, including Engineering, Program Management, Operations, and Senior Leadership.