Manager, Enterprise Support, ES INDIA, ES-India Cross Region

AWS Global Services includes experts from across AWS who help our customers design build operate and secure their cloud environments. Customers innovate with AWS Professional Services upskill with AWS Training and Certification optimize with AWS Support and Managed Services and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners AWS Sovereign Cloud AWS International Product and the Generative AI Innovation Center. Youll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

The AWS Support team is seeking an Enterprise Support Manager that enjoys solving problems working with customers and who has a background from a variety of different fields. The Role needs experience of leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application managing part of a network from layer 3 and higher or web-related programming that includes the consumption of web services wed like to talk with you!


Key job responsibilities
As Enterprise Support Manager you will lead a team of Technical Account Managers who are the primary operational point of contact for your customer helping to plan review and oversee ongoing operations of business critical applications. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWSs largest application workloads. You will lead operations reviews both internally and with your customers while constantly seeking ways to improve your customers AWS 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
* Champion and advocate for Enterprise 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
* Help Enterprise 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
* Provide detailed reviews of service disruptions metrics detailed pre-launch planning

- 5 years of technical team management experience
- Experience in direct customer engagement with a focus on support to senior executives (Vice President and C-level)
- Bachelors degree or above in computer science engineering mathematics or equivalent or Bachelors degree in computer science engineering analytics mathematics statistics IT or equivalent
- Experience working within the enterprise software development industry
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- 15 years of management experience

- Experience driving improvement programs in the operations engineering and support fields
- Experience in a similar role such as technical account manager consultant solutions architect platform engineer systems engineer cloud architect or service delivery manager
- Experience with AWS services or other cloud offerings
- Experience working with customers with a passion for delivering exceptional service or experience in technical support
- Experience rapidly growing an organization and attracting hiring and maintaining top talent
- Experience communicating and delivering presentations to customers stakeholders and/or teammates

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