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Description

Who we are

The Corporate Infrastructure Services team (CIS) is part of the IT Services organization that supports all Amazonians at corporate offices. CIS designs, plan, builds, maintains and deprecates the infrastructure in all corporate offices worldwide. This includes running Amazon’s corporate campus & building infrastructure worldwide. Everything from deploying and maintaining the wired and wireless networking to Printers, to the Meeting Experience in our conference rooms. Where there’s technology at play in these buildings, CIS is responsible for the customer experience and measuring the end-to-end performance. We are passionate about ensuring our customers receive world class IT Services and making sure they have the best possible experience while working from the office.

What is the role

The ideal IT Infrastructure Manager candidate will be an experienced Infrastructure Operations Manager that has a strong focus on the network and who has worked in IT Operations or Infrastructure deployment team as part of a large global organization. They have managed infrastructure services such as to print (devices and software), networks (LAN, WAN, Wireless) and meeting rooms (e.g., audio visual, video conferencing, teams, slack, etc.). Are familiar with the lifecycle (design, build, deploy, maintain, improve and deprecate) of services and infrastructure. With the roles primary focus being the healthy and efficient running of infrastructure. You should have experience working globally, across teams and business functions. Experience partnering with service owners to identify root causes and establish mechanisms to reduce customer impacting incidents using ITIL service management best practices to drive accountability. As the Infrastructure Operations Manager, you will play a crucial role in ensuring the smooth and uninterrupted operation of our organization's IT infrastructure, and when incidents occur, returning the service to full health. This role requires a deep understanding of IT systems and a strong focus on incident management, resolution, and cross-org communication to drive alignment on prioritization. If you’ve been looking for an opportunity to drive global impact, and truly help influence our infrastructure experience, this is the role for you! We’re a growing organization and we want you to help take us to the next level.

Key job responsibilities

What will you do

As the Infrastructure Operations Manager, you will be responsible for overseeing the daily operations, maintenance, and performance of our company's IT infrastructure. They lead a team of skilled IT professionals to ensure the infrastructure supports the needs of the organization while adhering to industry best practices and security standards. You will manage and lead a team of engineers. Provide coaching, mentoring, and performance evaluations to ensure a high-performing team. You will maintain the company's IT infrastructure, including wireless, lan and wan infrastructure for offices, to meet current and future business needs. You will ensure the availability, performance, and security of all infrastructure components. Monitor and resolve incidents to minimize downtime and disruptions. You will working through partners, develop and manage the IT infrastructure operations budget, ensuring cost-effectiveness while maintaining high service quality. Procure hardware, software, and services as necessary. You will partner with our technology and infrastructure sourcing team to evaluate, select, and manage third-party vendors and service providers for infrastructure. Influencing contracts and service level agreements to optimize infrastructure services. You will lead infrastructure-related projects, including upgrades, migrations, and implementations. Ensure projects are completed on time and within budget. Through your team you will maintain detailed documentation of infrastructure configurations, policies, and standard operating procedures. Provide regular reports on the performance and status of IT infrastructure to management. You will collaborate with IT teams and service owners teams, to facilitate incident resolution, including on-call support teams and third-party service providers. As we obsess over our customers and you will strive for the best possible experience when resolving escalations. This role requires customer obsession and bias for action as the core principles. This role’s scope is global across all Amazon corporate infrastructure.

Basic Qualifications

• Bachelor degree in a Computer Science, Information Technology or equivalent professional experience

• Strong leadership and team management skills.

• 10+ years' in-depth knowledge of infrastructure technologies, including servers, storage, networking, and virtualization.

• 7+ years’ experience in IT infrastructure management, incident management, or a related field

• 7+ years’ experience with ITL V3/4 or Service Management best practices

• 5+ years’ experience working with corporate infrastructure and / or operations

• Project management experience and relevant certifications (e.g., PMP, ITIL) preferred.

• Excellent problem-solving, decision-making abilities, critical-thinking skills and ability to determine root cause.

• Strong understanding of security best practices and compliance standards.

• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment

• Exceptional communication and interpersonal skills

• Able to communicate technical information to non-technical stakeholders

• Availability for on-call duty and flexibility in working hours.

Preferred Qualifications

• ITL v3/4 Practitioner

• PMP Certification or equivalent

• Major Incident management experience

• Experience with ServiceNow and analytic tools such as Quicksight and Tableau

• A passion for delivering results and building trust with internal and external stakeholders.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $122,800/year in our lowest geographic market up to $212,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.