21 Aug
|
Recognized
|
Bengaluru
21 Aug
Recognized
Bengaluru
ROLE OVERVIEW:
We are looking for a passionate,
hard -working, and talented Call Leader who wants to remove risk to the
customer, resolve globally impacting barriers, and drive innovation within the
team. You will be part of a world -class team in a fast -paced environment that
has the entrepreneurial feel of a start -up. This is an opportunity to
contribute and build a support and process model that will impact Amazon at a
global level. You'll be surrounded by people who are wickedly smart and believe
that world -class service is critical to customer happiness.
Requirements
KEY RESPONSIBILITIES:
On a typical day, the employee will lead
high -severity response calls, ensure quick and accurate triage for a global
remote support organization, direct engineers for resolution, lead root cause
investigations, and implement changes to avert future risk and drive process
improvements for Global Operations teams. Candidate must be forward -thinking
with a high degree of customer service focus and excellent communication
skills. The Incident IT Call Leader serves as the liaison and escalation point
to Field Operations and Field IT.
Your peers will be system and software
support engineers working to ensure Fulfillment Center systems are healthy and
available to meet customer demands. In this role, you will have the opportunity
to participate in solutions to business problems that are truly unique to
Amazon. This team is a global team, so strong communication skills are a must.
We value attention to detail, customer
obsession, and the desire to always find and remove customers.
Basic qualifications
- 2+ years in Global Incident
Management
- 2+ years of Problem Management
experience
- 3+ years’ experience in a
network -focused, hands -on technical role working with IP routing
protocols/technologies and platforms in large -scale data center and/or WAN
network environments.
- Experience supporting Field IT
and Operation Partners in resolving and communicating high -severity problem
impacts, defining root cause, and driving tasks to remove future risk.
- Experience communicating
cross -functionally and across all management levels.
- Experience with project
management
- Good Exposure towards ticketing
tools and integration
- Technical experience in one or
more IT -related fields, including networking, Linux administration, Microsoft
administration, and/or Cisco network configuration and management
- Detail -oriented, excellent
analytical skills, and a strong team player who works well with an immediate
and extended team and consistently puts the team above oneself.
- Ability to work in and keep up
with a fast -moving environment via effective prioritization and time
management. Experience working in virtualized enterprise networking
environments
Preferred qualification