Support Engineering Manager, Data Center Operations Support Engineering (Dcose)

The Data Center Operations Support Engineering (DCOSE) Team provides escalation and strategic support to Data Center Operations Technicians, acting as technical Subject Matter Experts (SMEs) and partnering with teams such as Hardware Engineering and Service Owners to drive issues to resolution. Engineers analyze failure symptoms to identify possible causes on non-workability and provide the findings to facilitate the resolution and create long term prevention paths. Support Engineers also help create scalable solutions by creating Work Definitions IDs, bar raising instruction sets, and testing new services being deployed to DCO.
As a DCOSE Manager, you will manage a team of 6-10 Support Engineers who are engaged in supporting Data Center Operations teams through the creation of WDIDs, handling technical and process escalations, and driving the resolution of systemic issues.
As part of the DCOSE team you will be engaged in both tactical and strategic decision making while supporting the team reporting to you. You will oversee process change, provide proactive and reactive support for ongoing issues, and act as an advocate for Data Center Operations throughout the Data Center Community within AWS. You will engage with partner teams, drive change, and provide metrics and data to help define the goals of the business.
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we're the people who keep the cloud running. We support all AWS Data Centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain - and we're looking for talented people who want to help.
You'll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You'll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you'll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Key job responsibilities
- You will support a team of Support Engineers as they are engaged in supporting Data Center Operations teams.
- You will interact directly with Data center technicians to support escalations for issue resolution.
- You will work with partner teams to push upstream fixes to enable capacity recovery.
- You will meet with partners in operations and support teams routinely to gather data and work issues towards resolution.
- You will contribute to data analytics to support your role.
About the team
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.
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.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working 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 (CORE) and AmazeCon (gender diversity) 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.
We are open to hiring candidates to work out of one of the following locations:
Ashburn, VA, USA | Chantilly, VA, USA | Haymarket, VA, USA | Herndon, VA, USA | Manassas, VA, USA | Sterling, VA, USA