IT Manager, Ops Tech Solutions; OTS; Fulfillment & Operations

Job :  |  Services LLC

Operations is at the heart of Amazon business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies, Ops Tech Infrastructure Engineering, Amazon Robotics, Amazon Warehouse Control Systems, and Amazon Lockers.

Together, we take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Fulfillment Center, or delighting our customers by delivering packages directly to them.

When we hire you at Amazon, we hire for the future. With unlimited career opportunities, Amazon invests in ensuring our teams are consistently inspired, constantly learning from each other, and are creatively contributing to our next big idea. You will be surrounded by the best innovators of our time. We value diversity! We are committed to developing a diverse organization and we are even more committed to working with you to make that happen.

You will be leading a team of IT professionals with various skill sets to provide truly innovative technical support to Amazon’s Operations team who fulfill our customer promises millions of times a day. The technology varies between our different facilities, but Amazon’s core IT infrastructure is fully redundant and relies upon top tier vendor hardware networked over fiber optic, copper, and wireless topologies.

Your internal customers, whether human, robotic, or mechanical, use mobile computing devices, thin clients, integrated computers, and PCs running Windows, Linux, and Android operating systems to virtually and physically move e-commerce items from our suppliers into our fulfillment center shelves, from those shelves into packaging, those packages into cars, trucks, and airplanes for delivery to front doors around the world.

• Inclusively hire, train, and develop a team of IT professionals.
• Support all safety programs and OSHA compliance to ensure a safe work environment for all associates.
• Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
• Establish and maintain a positive, productive relationship with operational partners and staff.
• Lead infrastructure builds in new facilities.
• Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
• Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution service level agreements (SLAs).
• Develop and maintain policies, procedures, and processes.
• Oversee management of equipment and parts inventory.
• Create, manage, and support recognition and communication programs.
• Travel up to 30%.

• 5+ years of developing a team of technical professionals across multiple locations.
• 2+ years of leading technology teams as an information technology operations manager.
• Bachelor's degree, or 4+ years of professional or military experience.
• Knowledge of Linux or Unix systems administration.
• Experience working and communicating with multiple stakeholders, including C-level executives and cross-functional teams.
• Experience in a 24x7 operational services or support environment.

• Knowledge of hardware architectures.
• Experience with system management tools and client/server environments.
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments.
• Experience in procurement, budgeting, forecasting, or asset management.

Amazon offers competitive compensation packages, including comprehensive healthcare benefits starting on Day 1, up to 20 weeks of paid parental leave, and a robust total rewards program. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on…