Description

　　As an increasing number of customers move their critical systems to the cloud, we are in need of high-powered technical leaders to help AWS customers navigate the operational challenges of cloud computing.

　　As Enterprise Support Manager, you will lead a team of Technical Account Managers who are the primary operational point of contact for your Enterprise On-Ramp (EOP) customers, and as well as support designated ES TAMs through a shared TAM delivery model. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS’s EOP customers 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.

　　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 our EOP customers as well as lead automation initiative to bring efficiency into delivery mechanisms. You must possess operations 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, and risk management. You should have 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.

　　Key job responsibilities

　　Every day will bring new and exciting challenges on the job while you:

　　Champion and advocate for Enterprise On-Ramp customers within Amazon Web Services (be their voice)

　　Develop the team 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 in the cloud

　　Engage with Director and C-Level executives to translate business needs into technical and operational plans

　　Work with AWS executive leadership to influence GTSS product roadmap

　　Building new standardized mechanisms, processes, and tools that scale.

　　Expanding support capabilities for the organization, focusing on efficiency and automation.

　　Partnering with stakeholders across geographies to consolidate similar shared models and support processes.

　　Build stakeholder connect and present operational updates to customer leadership

　　Hiring and Developing the right talent

　　This role requires an estimated 25% travel

　　We are open to hiring candidates to work out of one of the following locations:

　　Bangalore, IND | Bangalore, KA, IND | Gurugram, HR, IND

　　Basic Qualifications

　　3+ years managing technical teams

　　5+ years of experience in external customer engagement, with a focus on support to senior executives (Vice President and C-level)

　　Track record of effectively managing technical teams

　　Preferred Qualifications

　　Experience in scaling an organization through rapid growth or expansion

　　Previous experience in technical account management, business relationship management or consulting

　　Experience in operations/support/Project delivery.

　　An adaptable communication style that can fit diverse audiences (with varying technical backgrounds)

　　Proficient in communicating complex ideas, either with the written word or in presentations

　　Record of driving projects to improve support-related processes and the technical support experience

　　Experience with AWS service offerings