Manager, Enterprise Support, ES - INDIA, ES-India Cross Region

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis · DevOps

In short

AWS seeks an Enterprise Support Manager to lead Technical Account Managers in India. This role involves customer engagement, technical issue resolution, and driving cloud adoption for enterprise clients. Requires strong leadership and technical background.

Responsibilities

Lead a team of Technical Account Managers who are the primary operational point of contact for customers.
Plan, review, and oversee ongoing operations of business-critical applications.
Leverage broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS’s largest application workloads.
Lead operations reviews, both internally and with customers, seeking ways to improve customer's AWS experience.
Act as the voice of the customer within AWS to escalate problems and drive prioritization of business needs.
Champion and advocate for Enterprise customers within Amazon Web Services.
Develop the team responsible for solving technical issues and working directly with AWS engineers.
Participate in deep architectural discussions.
Help Enterprise customers define IT and business processes that work well with cloud deployments.
Engage with Director and C-Level executives to translate business needs into technical and operational plans.
Work with AWS executive leadership to influence the product roadmap.
Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning.

Requirements

5+ years of technical team management experience
Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)
Bachelor's degree or above in computer science, engineering, mathematics or equivalent, or Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
Experience working within the enterprise software development industry
Experience demonstrating leadership and people management in Customer Service or customer facing roles
15+ years of management experience

Desired Qualifications

Experience driving improvement programs in the operations, engineering and support fields
Experience in a similar role such as technical account manager, consultant, solutions architect, platform engineer, systems engineer, cloud architect, or service delivery manager
Experience with AWS services or other cloud offerings
Experience working with customers with a passion for delivering exceptional service, or experience in technical support
Experience rapidly growing an organization and attracting, hiring, and maintaining top talent
Experience communicating and delivering presentations to customers, stakeholders, and/or teammates

Benefits

Inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodations and adjustments available for individuals with disabilities.

#AWS#Cloud#Enterprise Support#Technical Account Manager#Customer Service#Leadership

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