- Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
- Measuring, monitoring, and maintaining the team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
- Coordinating a variety of projects in an operational environment.
- Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
- Developing and maintaining policies, procedures, and processes.
- Hiring, developing, and retaining great talent.
- Reducing contacts through process improvement and root cause analysis.
- Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
- Bachelor's degree in Business Administration, Technology or related field
- 2+ years' experience managing a technical support team
- An understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues
- Experience and/or qualification relating to but not limited to: Linux, Cisco, ITIL, and Microsoft
- Technical troubleshooting and strong analytical skills
- Established time and project management skills with the ability to lead multiple projects simultaneously
- Experience in ITIL Framework
- Proven ability to operate in an extreme high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
- Experience communicating cross-functionally and across management levels in formal and informal settings
- Experience in making data-driven decisions
-
Bilingual HR Administrative Support
3 weeks ago
Alight Virtual, Canada OTHEROur story · At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." · Our Values: · Champion People – be empathetic and help create a plac ...
-
Senior Manager, Incident Management
1 day ago
BMO Virtual, Canada Full timeApplication Deadline: · 07/28/2024Address: · 100 King Street WestJob Family Group: · TechnologyMonitors, restores service, changes, supports and handles day-to-day activities 7/24/365 required to run the mission critical Information Security systems for BMO. Provides responsive c ...
-
BMO Virtual, Canada Full timeApplication Deadline: · 08/04/2024Address: · VIRTUAL61 - HomeRes - QC - BMOJob Family Group: · Customer Solutions#B2COperations · Please note that the selected candidate will have to come to the Montreal office twice per month. · Analyzes new customer credit applications. Makes c ...
-
Bilingual Customer Support Agent
2 weeks ago
Foundever™ Virtual, CanadaSite · Alpine Canada WFH · Job description · Sykes and Sitel are now Foundever? Are you ready to move your career forward? We are looking for French Bilingual customer support associates to join our team At Foundever, you will find our call center jobs surprising. We believe in m ...
-
Distribution Client Services
2 weeks ago
S&P Global Virtual, Canada Paid WorkAbout the Role: · Grade Level (for internal use): · 09 · The Team: · Data Delivery Client services team is a diverse team of collaborative, problem solvers and solution finders with a passion for providing the very best customer experience in a fast-paced environment. We are resp ...
-
Client Director
3 days ago
opentext Virtual, Canada Full timeOPENTEXT · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the wor ...
-
Bilingual Disability Case Manager
1 day ago
Alight Virtual, Canada OTHEROur story · At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." · Our Values: · Champion People – be empathetic and help create a plac ...
-
Senior Account Executive
4 days ago
opentext Virtual, Canada Full timeOPENTEXT · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the wor ...
-
Canada Tax Filing Analyst
1 day ago
Alight Virtual, Canada OTHEROur story · At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." · Our Values: · Champion People – be empathetic and help create a plac ...
-
Lead Elastic Search Engineer
1 day ago
S&P Global Virtual, Canada Paid WorkAbout the Role: · Grade Level (for internal use): · 11 · The Role: Lead Software Developer · The Team: · In Sustainable1 We seek a highly motivated, enthusiastic, and skilled engineering leader for Sustainable1. We strive to deliver sector-specific, data-rich, and hyper-targeted ...
Mgr I, IT Support, IT Services - Virtual, Canada - Amazon
Description
At Amazon, we strive to be Earth's most customer-centric company where we can find and discover anything we want to buy online.
We hire the world's brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We're making history and the good news is we've only just begun.Amazon's IT Services Support team provides highly-available IT support for Amazon employees worldwide.
We provide support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange.
Our customers may engage us via phone, chat, or trouble ticketing.You will manage a mix of local and remote resources. You assist the global organization to define the perfect customer experience and own the strategies to create that experience. You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce requests through automation, documentation, and process improvement.
You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole.
You will hold service owners accountable to resolve issues on behalf of your customers.Key job responsibilities
Responsibilities include:
Virtual Location - BC | Virtual Location - MB | Virtual Location - ON
BASIC QUALIFICATIONS
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
If you would like to request an accommodation, please notify your Recruiter.The base salary for this position ranges from $65,800/year up to $110,000/year. Salary is based on a number of factors 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.
Applicants should apply via our internal or external career site.
