InfraOps Support Manager, Operations Management Center; OMC)

Position: InfraOps Support Manager, Operations Management Center (OMC)
The Infra Ops Support Manager leads a two-tiered team of engineers within Amazon's Operations Management Center (OMC)
-a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services.

As one of OMC's regional managers, this role owns a segment of the team's follow-the-sun coverage (the model in which AMER, EMEA, and APAC teams hand work across time zones for continuous 24/7 coverage). The manager balances hands-on technical leadership with people management: they run day-to-day operations to meet service levels, develop and coach engineers, build and maintain operational mechanisms, drive operational inspection and continuous improvement, and partner closely with Service Managers/Owners and IT Services partner teams.

They work with minimum supervision to deliver operational changes and projects focused on infrastructure services, and thrive in an ambiguous, collaborative environment while building high-performing teams.

Key job responsibilities
On a typical week, an Infra Ops Support Manager will:

1. Operational Leadership & Service Delivery

Keep the 24/7 operation healthy and meeting its commitments.

Lead the team to deliver results, ensure the operation runs properly, meets SLAs, and drives the right customer outcomes across Networking, AV, and Print.

Audit work queues and SLA adherence; audit engineers' work to ensure results are high-quality.

Own a portion of follow-the-sun coverage: build and maintain gap-free shift schedules and a sustainable on-call rotation that supports 24/7 operations without burning out engineers.

Manage difficult problems and escalations, identify and mitigate immediate risks before they become roadblocks, and decide when to handle directly versus escalate.

Make operational trade-offs across time, quality, and resources.

2. Operational Inspection & Continuous Improvement

Inspect the operation and make it measurably better.

Perform operational inspection: establish and run mechanisms (e.g., weekly operations reviews) that inspect performance metrics and drive corrective action.

Prioritize root-cause resolution and process improvements; partner with teams to improve mechanisms and drive enhancements.

Dive deep into incident causes, and establish, iterate, and deploy best practices across OMC and its partner teams.

Identify and optimize workflows and best practices for operational excellence.

3. People Management & Talent Development

Build and grow a high-performing team.

Hire, attract, and onboard bar-raising talent; own customized onboarding plans that ramp new engineers quickly.

Set clear performance expectations and provide regular feedback; hold regular 1:1s and team meetings.

Evaluate engineers against the appropriate role guidelines, participate in calibration, and clearly document performance and progression.

Coach and develop engineers toward their career goals; lead the promotion process for those consistently performing at the next level.

Address underperformance by clearly documenting the required change, communicating it respectfully with a timeframe, and seeking guidance from HR and leadership as needed.

Navigate challenging conversations with empathy, escalating or seeking HR/leadership guidance when appropriate.

Create and continuously improve a team environment where every engineer feels valued, trusted, connected, and informed, and support work-life harmony across time zones.

4. Stakeholder Partnership & Communication

Represent the team up, down, and across.

Work closely with Service Managers/Owners and IT Services partner teams to resolve escalations and align priorities.

Communicate the team's mission, vision, and priorities, helping engineers see how their work contributes…