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.