IT Manager, Operations Technology Solutions

About the IT Manager, Operations Technology Solutions Role

As an IT Manager, Operations Technology Solutions, you will lead a diverse team of IT professionals, providing innovative technical support to Amazon's Operations team. This critical role ensures the seamless fulfillment of customer promises millions of times daily. The technology landscape includes Amazon’s robust, redundant core IT infrastructure, utilizing top-tier vendor hardware networked via fiber optic, copper, and wireless topologies. Your internal customers, whether human, robotic, or mechanical, leverage mobile computing devices, thin clients, integrated computers, and PCs running Windows, Linux, and Android operating systems to manage e-commerce items through their entire journey from suppliers to customer front doors globally.

Key Responsibilities

• Hire, train, and develop a high-performing team of IT professionals.
• Support all safety programs and OSHA compliance, fostering a safe work environment for all associates.
• Collaborate with management and staff to provide expert technical assistance for continuous improvement of IT solutions.
• Establish and maintain positive, productive relationships with operational partners and staff.
• Plan, organize, schedule, and supervise daily technical support activities, including troubleshooting, customer service, approvals, and installations.
• Measure, monitor, and maintain your team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Develop and maintain comprehensive IT policies, procedures, and processes.
• Oversee the management of equipment and parts inventory effectively.
• Manage and support recognition and communication programs within the team.
• Travel up to 30% to various operational sites.

Basic Qualifications

• 5+ years of experience developing a team of technical professionals across multiple locations.
• 2+ years of experience leading technology teams as an information technology operations manager.
• Bachelor's degree, or 4+ years of professional or military experience.
• Strong knowledge of Linux or Unix systems administration.

Preferred Qualifications

• Extensive knowledge of hardware architectures.
• Proven experience with system management tools and client/server environments.

Key skills/competency

• Team Leadership
• IT Operations Management
• Technical Support
• SLA Management
• Systems Administration
• Linux/Unix
• Hardware Architecture
• Client/Server Environments
• Process Improvement
• Safety & Compliance