ADCI Hiring for Manager, Support Engineering, Alexa Excellence at Chennai, Tamil Nadu, India Full Time

Job Description

• Bachelor’s/ Master’s degree in Computer Science, Engineering or related technical field
• 8+ years of People Management, Program Management, Support engineering experience in related field.
• Customer-centric orientation as evidenced by the quality and efficacy of products, services, and support delivered.
• A creative problem solver who proactively seeks out system/process improvements
• Experienced in Change Management, Quality improvement initiatives in high-paced technological environment.
• Strong Program/Project management skills working across teams and stakeholders
• Proven ability to manage multiple, competing priorities simultaneously

Job summary
Alexa Excellence’s Application Support Team (AXES) is Alexa’s central defense against large-scale incidents as well as driving operational excellence across all of Alexa organization. Our key offering to Alexa is best-in-class engineering support. We are looking for a technical manager with strong leadership, technical and operational excellence skills to lead a team of passionate engineers responsible for supporting a wide range Alexa ecosystems. You should have a passion working with new technologies with an intent to exercise creativity and pushing the boundaries of existing technologies. The role also involves driving development projects and building custom tools for Alexa’s support environment. Because of our unique role, you will have limitless exposure to latest and greatest technologies at Alexa and Amazon.
Key job responsibilities

• Cross collaborate with various Business/Technology stakeholders, and program manage Premium Support activities meeting SLAs.
• Hire, coach, develop and lead the staff engineers on operational excellence and tools development
• Drive continuous improvements in process and operational efficiency.
• Drive innovation and best practice adoption
• Lead tools development / automation efforts
• Handle escalations, effectively communicate with stakeholders
• Experience in managing/supporting large scale highly available and distributed systems
• Knowledge on Programming Languages (Java/Python/Ruby, etc.), Web technologies, Cloud/AWS
• Track record of troubleshooting, simplifying, operational excellence and a focus on automation
• Agile Principles, Values and Practices