IT Support Manager , Ops Tech Solutions

Amazon has a unique opportunity for a highly skilled IT people leader to join our Operations team.

Operations is at the heart of Amazon business. We are known for our speed accuracy and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide every day. OTS provides 24x7 global IT support to Amazon Operations including Fulfillment Sortation Logistics and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies OpsTech Infrastructure Engineering Amazon Robotics Amazon Warehouse Control Systems and Amazon Lockers.

This role will see you lead a team of IT professionals who provide innovative technical support to Amazons Operations team. The technology varies between our different facilities but Amazons core IT infrastructure is fully redundant and relies upon top tier vendor hardware networked over fiber optic copper and wireless topologies.

Your internal customers whether human robotic or mechanical use mobile computing devices thin clients integrated computer and PCs running Windows Linux and Android operating systems to virtually and physically move ecommerce items from our suppliers into our fulfillment centers shelves from those shelves into packaging those packages into cars trucks and airplanes for delivery to front doors around the world.

Key job responsibilities
Inclusively hire train and develop a team of IT professionals.
Support all safety programs to ensure a safe work environment for all associates.
Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
Establish and maintain a positive productive relationship with operational partners and staff.
Plan organize schedule and supervise the daytoday technical support activities including troubleshooting customer service issues approvals and installations.
Measure monitor and maintain teams ability to meet or exceed contact and resolution Service Level Agreements (SLA).
Drive operational excellence in everything we do. This includes creating processes procedures and automation to improve efficiency in our daytoday tasks and projects.
You will own all facets of performance and career management for the team including regular oneonone meetings and the provision of technical and soft skill mentoring.
Create manage and support recognition and communication programs.
Travel up to 30% between different sites in Australia with occasional international trips.

5 years People Management experience or relevant leadership experience managing a team of 6 individual contributors
3 years of leading technical projects/deliverables at a country or regional level.
3 years of experience with managing IT Infrastructure Operations
2 years of experience of forecasting and managing budget for effective IT Operations
Proficiency in technical document writing.
Bachelors degree.

Extensive working knowledge of Networking (TCP/IP Routing/Switching & Troubleshooting).
Experience presenting root cause analysis and error correction from operational events to senior management.
Established project program and time management skills and methodologies with the proven experience managing multiple projects simultaneously.
Proficiency in data analysis and demonstrable experience utilising data to drive decisions making.
Ability to thrive in an ambiguous and fastpaced IT environment and capable of motivating teams.
Masters degree.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.