At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online.
We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.
Amazon has an opening in San Jose / Heredia, Costa Rica for an IT Services Manager to lead support engineers in both locations.
Our team owns the customer experience, supporting Amazon employees across a variety of departments and skill sets. We strive to improve inefficient processes and advocate for the customer whenever possible.
Our engineers are the face of IT. They provide support across all major operating systems and hands on support of site infrastructure.
They prepare new hire equipment, perform asset management and some project management. They partner with global teams to ensure optimal site health and work directly with vendors holding them to service agreements.
As a leader of this team, you will create an environment that fosters inclusion with the rest of our organization and promotes opportunities for growth.
A successful candidate will have experience operating in high-pressure situations, a proven ability to handle competing priorities and possess a high level of discipline while remaining flexible.
Directly manage a group of engineers, building an organization that can support and sustain regional growth and meet customer’s needs.
Ensure customers have the IT resources they need to be productive, from PC hardware to network connectivity.
Work closely with engineering and other operations teams to address key support and usability concerns.
Maintain high customer satisfaction and a consistently great work experience for all Amazonians.
Effectively define and analyze metrics to drive team behavior in pursuit of organizational goals.
Work effectively in a cross-functional environment with senior management teams, technical, legal and site directors.
Travel regularly to meet staff and customers in the existing site locations with the expectation of additional site ownership as the organization grows.
5+ years of experience leading IT support or operations teams
Professional English proficiency
A solid understanding of networking and desktop technology and proven methods on providing innovative solutions to customers.
An ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution.
Experience dealing well with customers during problem resolution and operating under pressure.
Strong attention to detail and excellent written and oral communication skills.
Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things done.
Experience managing employees and developing customer relationships across multiple remote sites.
Bachelor's degree in Computer science or IT related field.
Industry training such as Microsoft MCSE, MCITP
Experience with Cisco IOS (CLI) or Cisco certification
Advanced Linux systems administration skills / certification
Experience with scripting, programming, or SQL
Project Management Certification (CAPM, PMP)
Experience in lean, six-sigma, process improvement
Experience in a Systems or Network Engineering position
Experience in data center operations