InfraOps Support Manager II, Operations Management Center (OMC)

Job summary

Lead a team of engineers providing Tier I and Tier II support for enterprise network, AV, and print services. Drive operational improvements, mentor staff, and coordinate 24/7 incident response and service quality.

Job details

Description We are looking to hire a highly motivated, best-in-class InfraOps Support Manager to lead our growing team within Corporate Infrastructure Services. The InfraOps Support Manager will oversee a team of engineers providing Tier I and Tier II support for large scale, enterprise class network, AV, and print services. Key job responsibilities This position is responsible for managing team operations, team development and driving continuous process/tool improvements while working closely with Service Managers/Owners and IT Services partner teams. The manager will drive operational improvements, mentor and develop engineers, establish and maintain mechanisms, drive operational inspection, and ensure the team delivers exceptional service quality. This role requires balancing hands-on technical leadership with people management, fostering a culture of continuous improvement, and working with minimum supervision to deliver operational changes and projects focused on infrastructure services. The desire and ability to work in an ambiguous, collaborative environment while building and leading high-performing teams is essential for success. A day in the life Review, inspect and analyze daily team and individual performance. Effectively and timely coach teams and individual engineers, developing talent and providing career goals and progression. Coordinate incident response roles, shifts and coverage for your assigned timezones. Coordinate with peer InfraOps managers to ensure 24/7 responses. Communicate with Leaders, Partners and Stakeholders timely and effectively regarding operational challenges. Deep Dive incident responses and operational challenges, and produce proposals to create or iterate new process or tool solutions. Basic Qualifications 2+ years of leading technology teams as a information technology operations manager experience Bachelor's degree, or 4+ years of professional or military experience Knowledge of networking protocols, to include 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 - 77,800.00 - 130,000.00 CAD annually Company - Amazon Development Centre Canada ULC Job ID: A10386246

What you’ll do

Lead a team of engineers providing Tier I and Tier II support for enterprise network, AV, and print services. Drive operational improvements, mentor staff, and coordinate 24/7 incident response and service quality.

Requirements

Requires 2+ years of IT operations management experience and a bachelor's degree or equivalent professional experience. Must have knowledge of networking protocols and Windows Server technologies including AD and SCCM.

Benefits

• Health Insurance • Medical Insurance • Dental Insurance • Vision Insurance • Prescription Insurance • Basic Life Insurance • Ad&d Insurance • Registered Retirement Savings Plan (RRSP) • Deferred Profit Sharing Plan (DPSP) • Paid Time Off

Listed skills

• Active Directory · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• People Management
• IT Operations Management
• Network Protocols
• Windows Server
• Active Directory
• DFS
• Print Services
• SCCM
• Technical Support
• Incident Response
• ITIL V3
• Video Conferencing
• Teleconferencing
• Operational Inspection
• Team Development
• Process Improvement

Job areas

• Management & Leadership
• Technology
• Customer Service & Support
• Engineering
• Consulting