Enterprise Support Manager, ES-NAMER-FSI

Enterprise Support ManagerAWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset. 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. If you have experience 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 we'd like to talk with you! Open to traveling up to 25%.Key job responsibilities:Champion and advocate for customers within Amazon Web Services (be their voice)Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possibleParticipate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloudHelp customers define IT and business processes that work well with cloud deploymentsEngage with Director and C-Level executives to translate business needs into technical and operational plansWork with AWS executive leadership to influence the product roadmapDrive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident responseProvide detailed reviews of service disruptions, metrics, and detailed pre-launch planningAbout the team:Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness. We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Basic Qualifications- 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience- Experience in technical team management- Experience working with enterprise software companies- Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field • 5+ years of managing technical teamsPreferred Qualifications- Experience driving projects to improve support-related processes and technical support- Experience in systems administration, network engineering, or software development engineering- Experience in technical account management, business relationship management, or consulting- Experience with AWS services or other cloud offerings- Past experience as a systems administration, network engineer, or software development engineer- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)- Ability to manage and work shifts