InfraOps Support Manager, Operations Management Center (OMC)

DESCRIPTION

The InfraOps Support Manager leads a two-tiered team of engineers within Amazon's Operations Management Center (OMC) -a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services.

As one of OMC's regional managers, this role owns a segment of the team's follow-the-sun coverage (the model in which AMER, EMEA, and APAC teams hand work across time zones for continuous 24/7 coverage). The manager balances hands-on technical leadership with people management: they run day-to-day operations to meet service levels, develop and coach engineers, build and maintain operational mechanisms, drive operational inspection and continuous improvement, and partner closely with Service Managers/Owners and IT Services partner teams. They work with minimum supervision to deliver operational changes and projects focused on infrastructure services, and thrive in an ambiguous, collaborative environment while building high-performing teams.

Key job responsibilities
On a typical week, an InfraOps Support Manager will:

1. Operational Leadership & Service Delivery

Keep the 24/7 operation healthy and meeting its commitments.

Lead the team to deliver results, ensure the operation runs properly, meets SLAs, and drives the right customer outcomes across Networking, AV, and Print.

Audit work queues and SLA adherence; audit engineers' work to ensure results are high-quality.

Own a portion of follow-the-sun coverage: build and maintain gap-free shift schedules and a sustainable on-call rotation that supports 24/7 operations without burning out engineers.

Manage difficult problems and escalations, identify and mitigate immediate risks before they become roadblocks, and decide when to handle directly versus escalate.

Make operational trade-offs across time, quality, and resources.

2. Operational Inspection & Continuous Improvement

Inspect the operation and make it measurably better.

Perform operational inspection: establish and run mechanisms (e.g., weekly operations reviews) that inspect performance metrics and drive corrective action.

Prioritize root-cause resolution and process improvements; partner with teams to improve mechanisms and drive enhancements.

Dive deep into incident causes, and establish, iterate, and deploy best practices across OMC and its partner teams.

Identify and optimize workflows and best practices for operational excellence.

3. People Management & Talent Development

Build and grow a high-performing team.

Hire, attract, and onboard bar-raising talent; own customized onboarding plans that ramp new engineers quickly.

Set clear performance expectations and provide regular feedback; hold regular 1:1s and team meetings.

Evaluate engineers against the appropriate role guidelines, participate in calibration, and clearly document performance and progression.

Coach and develop engineers toward their career goals; lead the promotion process for those consistently performing at the next level.

Address underperformance by clearly documenting the required change, communicating it respectfully with a timeframe, and seeking guidance from HR and leadership as needed.

Navigate challenging conversations with empathy, escalating or seeking HR/leadership guidance when appropriate.

Create and continuously improve a team environment where every engineer feels valued, trusted, connected, and informed, and support work-life harmony across time zones.

4. Stakeholder Partnership & Communication

Represent the team up, down, and across.

Work closely with Service Managers/Owners and IT Services partner teams to resolve escalations and align priorities.

Communicate the team's mission, vision, and priorities, helping engineers see how their work contributes to organization goals.

Be clear and concise in verbal and written communication (narratives, WBR/MBR/QBR); put the right people in the room; trusted to present decisions to leaders up to three levels above.

Write clear documentation and may be accountable for Correction of Error (COE) write-ups.

5. Technical Leadership

Stay close enough to the technology to lead it well.

Maintain a solid understanding of the design approaches and technologies used by the team (Networking, AV, Print) to guide technical decisions and trade-offs.

Lead the team through building, implementing, and managing solutions to difficult operational problems.

BASIC QUALIFICATIONS

• Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field or equivalent experience
• Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining best-of-class global engineering teams
• Experience in development or technical support
• 2+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree or equivalent
• Bachelor's degree or equivalent, or 4+ years of professional or military experience
• Knowledge of networking protocols such as HTTP(S), DNS, and TCP/IP
• 2+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• Experience in technical support

PREFERRED QUALIFICATIONS

• 4+ years of developing a team of technical professionals across multiple locations experience
• Experience in managing an engineering team operating at scale
• Experience supporting video conference and teleconference equipment
• Experience hiring, developing and promoting engineering talent
• ITIL V3 certification

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 91,800.00 - 153,300.00 CAD annually