Careers at Amazon

As a T&S Operations Manager, you are responsible for managing the day to day operations of a T&S regional team. You will help to set the vision, direction, and culture of your teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

Overall responsibilities include (but not limited to):

People Management:

• Leading and developing teams of T&S managers, managers of managers; responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality of work.
• Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"

Project Management:

• Solving complex Trust & Safety issues and proactively heading off negative service trends.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Development, analysis and improvement of new strategies and procedures. The Operations Manager will have the ability to develop, plan, and implement short- and long-range goals.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles.

BASIC QUALIFICATIONS

• 8+ years relevant experience managing large teams (team size greater than 100 employees) including experience managing other managers
• Bachelor's Degree. In lieu of a degree, additional years of hands-on experience may be substituted.
• Direct experience in a fast paced IT contact center environment (preferably within a Trust & Safety organization) working within trouble ticketing/tracking systems and other complex systems
• Familiarity with Web Technologies and the Internet (preferably website hosting or building)
• Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)
• Ability to learn new technologies and stay current with related field information
• Demonstrated history of improving customer experience / contact interaction
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in shift assignments and work areas.
• Able to work in an ambiguous, internet-speed environment
• Absolute passion for ensuring a great customer experience with every contact. Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand

PREFERRED QUALIFICATIONS

• MBA or Post Graduate Qualification or equivalent experience
• Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
• Technical experience in AWS Services
• Knowledge of Six Sigma/Lean Processes
• Project Management certification
• Exceptional skills in data manipulation and analysis
• Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
• Experience with technical writing

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The ideal candidate will possess both an account management and technology background that enables them to drive an engagement at the executive level as well as with software engineers and IT architects. He/she should also be a self-starter with entrepreneurial spirit who is prepared to work in a fast-paced environment, develop and execute against a territory coverage plan and consistently deliver results.

Roles & Responsibilities:

• Help to drive business growth and expansion in a defined territory
• Develop and execute against a territory plan, meet or exceed your quarterly targets
• Manage numerous accounts concurrently & strategically
• Articulate compelling value propositions around AWS services and Amazon
• Accelerate customer adoption
• Work with partners to extend reach & drive adoption
• Ensure customer satisfaction

BASIC QUALIFICATIONS

• 10 years of technology related sales, business development, or sales engineering/consulting experience in areas such as Cloud, SaaS, Analytics, Mobile, eCommerce
• Deep insights into the Startup & digital business ecosystem
• Strong verbal and written communications skills in English
• Used to take the right decisions in complex and ambiguous scenarios
• Work experience in South Africa is required.

PREFERRED QUALIFICATIONS

• MBA Preffered

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Job summary

• As an Operations Manager, you will partner with business leadership to define the goals, methods and practices of your business area to ensure the highest standards of organisational performance.

Key job responsibilities

• Your role will include the definition of our operations programs, including business operations support, recruitment and financial operations, and operations metrics trend analysis. This position will be responsible for establishing KPIs and measuring performance of the organization, supplying the management team with relevant and timely data and facts on health of the functions. You must have the ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies.

A day in the life
On a daily basis you will deliver timely, accurate, and actionable intelligence to enable our customers to make data-driven decisions delivering significant business value. You will obsess about driving continuous improvement into our operational performance to ensure maximum client satisfaction.

This role will cover business operations for ProServe in South Africa, UAE, Czech/Poland and Israel.

BASIC QUALIFICATIONS

• 8+ years of strong experience in hi-tech Professional Services Organization in a PMO and in consulting operational roles driving strategy and operations.
• 8+ years of financial and analytical experience in a technology or consulting environment.
• Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects. Strong financial and analytics experience in a technology or consulting environment.
• Operations management experience in large organizations.
• Excellent verbal and written communication skills, with the ability to work effectively across internal and external organizations.

PREFERRED QUALIFICATIONS

• Higher education degree required (BSc or MSc).
• Record of accomplishment for managing complex projects with aggressive schedules and scarce resources.
• Solid experience with working with senior stakeholders with strong influential skills.
• Extensive experience in strategic planning and execution supporting different geographical regions
• Understanding and experience of use of SFDC including Professional Services Automation and Quicksight.

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This role supports and focuses on our Networking services such as Elastic Load Balancing, Cloud Watch, Route 53, VPC (Virtual Private Cloud). Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests.

BASIC QUALIFICATIONS

• 2 to 4 years of relevant experience
• Knowledge of troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
• Good Knowledge of network security (SSL/TLS, Network- and Web Application Firewalls, Intrusion Detection and Prevention Services)
• Good Knowledge managing domain transfers, records and DNS security (DNSSEC and DNS Filtering)
• Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
• Knowledge of Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)
• Knowledge in monitoring IT services and good command of associated technologies

PREFERRED QUALIFICATIONS

• Experience configuring virtual server environments.
• Knowledge/experience in configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
• Experience managing full application stacks from the OS up through custom applications
• Experience configuring software-based Load Balancing solutions.
• Experience with end to end application monitoring, tracing and alerting using tools like CloudWatch, Grafana, Datadog, Prometheus etc.
• Good understanding of security best practices.
• Good understanding of distributed computing environments and methodologies

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As a Territory Manager at AWS you will have the exciting opportunity to help drive the growth and shape the future of an emerging technology.You will engage with customers in South Africa.

The ideal candidate will possess both a sales and technical background that enables them to drive an engagement at the CXO level as well as with software developers and IT architects. You should also be a self-starter who is prepared to develop and execute against a territory coverage plan and consistently deliver on quarterly revenue targets.

Your tasks will include, but not be limited to:

• Work with partner, marketing, business development and technical teams to manage and grow the territory
• Manage numerous accounts concurrently & strategically
• Develop and execute against a plan that leads to the creation and maintenance of a robust pipeline including opportunities in existing accounts as well as driving net new business with prospects
• Create & articulate compelling value propositions around AWS
• Analyze metrics data from the accounts to help evolve your business plan
• Maintain the CRM database up-to-date and forecast the territory performance
• Help contribute to long-term relationships with key accounts
• When appropriate, assist Amazon business partners on joint selling opportunities

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The KDP Support Specialist will be the front line interface between Amazon and publishers/content providers who use the KDP tool to upload content they want to put up for sale on the Kindle store. The KDP Support Specialist will work towards ensuring all the concerns from the publishers are duly attended to such that the system works smoothly. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that will change the way people read.

Position Responsibilities

• Process and Respond to emails and/or phone calls received from publishers in English and German
• Reprocess stuck books through the system
• Route issues and bugs that need engineering expertise to the development teams
• Remove content as they are identified by the KCQ team
• Work with publishers that their content has been removed
• Maintain and improve a knowledge base with unique publisher requests and their solutions
• Work on developing standard responses for common questions
• Remotely calibrate with peers and leads on other sites of the network to ensure consistent experience to publishers

BASIC QUALIFICATIONS

• Proven German and English verbal and written fluency skills.
• 1+ years of previous experience in a contact center environment.
• Demonstrated verbal and written communication skills with external/internal parties
• Proven ability to understand complex issues

PREFERRED QUALIFICATIONS

• Proficiency en MS Office package (Excel, Word) and HTML
• Strong analytical skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
• Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
• Experience in a technical support process, especially for web enabled software products or services

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DESCRIPTION
As a part of the Distributed Computing team, a Cloud Support engineer will support customers who are using AWS services to process vast amounts of data. Helping our customers use and integrate Hadoop clusters and open source tools such as Apache Spark, Apache Hive, Apache HBase, Apache Flink and Apache Hudi Presto. A candidate is not expected to know EMR but must have the following qualifications/skills to apply:

As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

BASIC QUALIFICATIONS

• Good depth of understanding in Hadoop Administration, support and troubleshooting (Any two applications: Apache Spark, Apache Hive, Presto, Map-Reduce, Zookeeper, HBASE, HDFS and Pig.)
• AI / ML As a part of the AI/ML team, a Cloud Support Engineer will support customers who leverage AWS AI/ML services to build train and deploy models to solve various business problems. Helping customers to use and integrate services like Sagemaker , Personalize ,Forecast, Lex and Transcribe among others.
• Extract Transform Load (ETL) Cloud Support Engineers in the Data in Transit domains support customers who are running ETL workload or analyzing large amounts of data using AWS services. As a part of this team. you will be working on a plethora of services such as Glue (ETL service), Athena (interactive query service), Managed Workflows of Apache Airflow etc. However, we do not expect you to know all of these and we provide extensive training to successful candidates.

BASIC EXPERIENCE/SKILLS

• Good depth of understanding in Machine Learning or advanced expertise in ETL or Hadoop concepts.
• Good understanding of Linux and Networking concepts
• Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages.
• Excellent oral and written communication skills with multi-tasking ability. Should be a self-starter who is excited about learning new technology.
• Open to working non-standard hours (no night shifts) including a Sun-Mon or Fri-Sat weekend
• Strong troubleshooting skills

PREFERRED QUALIFICATIONS

• 7+ years of relevant experience
• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• Proficient in Hadoop Map-Reduce and its Eco System [ Hive, HBASE, Spark, Presto etc. ].
• Python and shell scripting
• Good understanding of distributed computing environments
• Customer service experience / strong customer focus
• Experience building docker images and troubleshooting container related issues
• Prior working experience with AWS - any or all of EC2, S3, EBS, EMR
• Experienced with Linux system monitoring and analysis(disk management, memory management, permissions etc.)
• Good understanding of Networking concepts and protocols(DNS, TCP/IP, DHCP, HTTPS, etc.)