IT Services Manager
Calle Blancos , CR
hace 4 días


We are Amazon; we pioneer.

Since opening in 1995, we’ve been pushing the boundaries of possible further and further. We’re also working to become Earth’s most customer-centric company.

We’re seeking a driven IT Manager to join our IT team in Costa Rica

Your responsibilities : As you keep an eye on the IT support & logistics for the virtual workforce the extent of your duties will include but not be limited to :

  • Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety.
  • Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs).

  • You’re confident in your IT project management skills : you can coordinate and watch over your team’s projects as they support technical task execution.
  • You’ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction.

  • You’ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Corporate IT services staff.
  • You’ll lead people, hours and shifts : this will include staff and team scheduling.
  • Shift work is a requirement as Spanish language support is 24 / 7.
  • Inspire continuous improvement of all IT team processes and initiatives : Continually driving operational excellence.
  • Excellent people leadership and customer service skills, is a must.

    Regular activities include :

  • Review work forecasts and determine your productivity requirements needed to meet daily and overall operational objectives.
  • Partner with peer leaders across IT and ensure that the services your team is providing are regularly reviewed and improved.
  • Support all safety programs and compliance to ensure a safe work environment for all staff.
  • Proactively identify and lead process improvement initiatives and Lean tools.
  • Fully understand workflow, daily production goals, and number of team members present each day.
  • Responsibilities include :

  • Continuous process improvement utilizing industry-recognized frameworks and tools (Kaizen, Lean, 5S).
  • Driving innovation aligned with IT industry good practices and trends
  • Incorporating quality control in all aspects of IT customer service.
  • Driving the use of data as the basis for strategic and operational decision-making.
  • Engaging effectively with stakeholders, including procurement, local IT, vendors and leadership

  • A technical Bachelor’s degree in a relevant discipline is necessary,
  • 3+ years of previous, relevant management experience in an operations or logistics environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager.
  • Additionally, previous experience in Linux / Unix support and / or Microsoft Windows support

  • You possess networking knowledge and expertise, specifically LAN / WAN and wireless,
  • You’re comfortable with IT infrastructure, including comfort with data cabling and other fundamental aspects of computer facilities infrastructure,
  • Previous experience of developing, lobbying for, owning and take care of IT budgets; including staff, hardware and software,
  • You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations,
  • Strong analytical skills, along with validated problem-solving ability, are both a necessity,
  • Occasional travel will be required.

  • A Master’s degree in a relevant discipline is a nice-to-have.
  • An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP / IP and network file systems.
  • Certifications in Unix / Linux System support and / or Microsoft Windows system support.
  • Telecom knowledge, including VOIP / SIP as well as mobile technologies.
  • Previous help desk / technical support experience and / or previous Service Delivery and Service Level Management experience,
  • ITIL certification would be advantageous.
  • Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle.
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