Senior Cloud Service Delivery Manager

Amazon.Com, Inc. Seattle , WA 98113

Posted Yesterday

Amazon's technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into "the Cloud". As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services.

AWS Managed Services is designed to accelerate cloud adoption, it simplifies deployment, migration, and management using automation and machine learning, backed up by a dedicated team of Amazon employees. AWS Managed Services provides ongoing management of the AWS infrastructure. It automates common activities such as change requests, monitoring, patch management, security, and backup services, and provides full-lifecycle services to provision, run, and support your infrastructure.

We are looking for someone that is about being at the forefront of transformational technology and assisting enterprise customers take advantage of a growing set of AWS services and features to run their mission-critical applications.

As an increasing number of large enterprises move their critical workloads to the cloud, we are in need of high-powered technical account management and service delivery talent to help our largest customers navigate the operational challenges of cloud computing.

As a Senior Cloud Service Deliver Manager, you are engaged at the account level in providing visibility, service reviews and reporting through all phases of the implementation life cycle, as well as working closely with other AWS teams to ensure that all changes to a customer's environments are smoothly carried out while meeting capacity needs and service level agreements. You will work hand-in-hand with senior stakeholders on opportunities to improve their ICT landscape. You will work across customer organizations and multiple AWS teams to ensure customers' applications are well designed and scale to the needs of their business.

You must possess customer facing skills that enable you to represent AWS well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available in the AWS cloud.

You will be surrounded by people who are passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while you:

  • Work with customers to provide visibility and guidance around their AWS Services account through regular Operational Service Reviews and Reporting.

  • Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning.

  • Work with the customers on operational and tactical issues such as establishing change black-out dates, following up with customers to drive adoption of security and patch compliance best practices.

  • Be involved in the change management process of the customer's environment to ensure success and service uptime.

  • Work with application owners to develop and standardize test, upgrade, and release management processes.

  • Engage with Director and C-Level executives to understand business needs.

  • Go "toe to toe" with customer technical stakeholders on most issues, and use your judgement when to pull in the heavyweight engineers/architects as necessary.

  • Be the voice of the customer and work with internal AWS resources to ensure that the customer's SLA's are met. Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.

  • Champion and advocate for customer requirements within AWS (e.g. feature requests).

  • Participate in customer requested meetings (onsite or via phone).

  • Provide oversight of escalation, prioritization, and communication and drive customer communication during critical events.

  • Assist in Design/Architecture of AWS and hybrid cloud solutions. Help Enterprises define IT and business processes that work well with cloud deployments

  • Establish a working relationships between with other AWS account team members such as TAMs, AMs, BDMs to achieve the best result for the customer.

  • Be available outside of business hours to help coordinate handling of urgent issues as needed.

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Senior Cloud Service Delivery Manager

Amazon.Com, Inc.