Description

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

In this role you will lead your team of engineer's, partner with multiple Program, Product and Tech Teams to eliminate customer issues, extend automation for customers within our systems and deliver a better experience. You will have the opportunity to create significant impact on our systems, our business and most importantly, our Customers.

This role requires working with and influencing Amazon product and tech teams across businesses and geographies, that results in a direct reduction in customer support contacts and overall cost savings. The leader will be passionate about customer experience, innovation, and cross-team partnerships to deliver business impact.

The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

We are seeking an experienced SysDev Manager who wants to lead a team of engineers and owns the tooling systems where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. This role will directly influence the experience of customers when they work with AWS Support.

We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

The tooling and augmentation tech team within AWS focuses on preventing issues based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we invest in technology to eliminate the root cause defects that cause AWS customers to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide SE and CS Associates with the tools that automate routine steps and help them deliver consistent, efficient, quality resolution.

Our team includes product managers, program managers, SDEs, and a range of operational and other specialty roles, and we operate at scale, spanning 50+ global locations.

If you are an innovator who is excited by the opportunity to be at the forefront of redefining the way Amazon enables Customer success. You want to drive change at global scale, impacting millions of users around the world. We are looking for a seasoned SysDev Manager with a strong sense of ownership and a passion for delivering creative solutions for complex problems on an unprecedented scale. This leader will be responsible for driving strategic planning and the execution of large, complex launches across multiple organizations.

The ideal candidate is a tenured SysDev Manager excited about diving deep into really tough problems which are difficult to solve due to their complex and ambiguous nature and designing solutions that solve persistent customer problems. A track record of successfully managing a high functioning engineering and launching technical products/programs, preferably in the AWS are preferred.

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

Cape Town, ZAF

Basic Qualifications

5+ years of engineering team management experience

7+ years of working directly within engineering teams experience

3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience

8+ years of leading the definition and development of multi tier web services experience

Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and operations

Experience partnering with product or program management teams

Preferred Qualifications

• 10+ years of engineering team management experience

• 10+ years of planning, designing, developing and delivering consumer software experience

• Experience partnering with product or program management teams

• Experience managing multiple concurrent programs, projects and development teams in an Agile environment

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.