Head Of Technical Operations & Support

Full Time Job
The Amazon Studios Technology team is seeking a Head of Technical Operations and Support to join our team in Culver City, California. This position is accountable for the overall direction and operations of our Studio Technical Operations and Support while also creating a culture of customer obsession, high performance, and high quality throughput. Working with IT operations managers and support engineers as direct reports this role enables the achievement of service levels, performance, cost goals and successful IT program implementation.

This position involves regular communication with executive management on project status and risks, partnering with the Production Technology team on driving operations, engagement with the product & engineering team on enhancing the tool infrastructure needed for operations and cross team collaboration with the Program management teams. People Management, project management and executive presentation skills are essential.

Delivery and Project Management
• Should constantly identify innovative ways of delivering results within the Studios organization.
• Be a strategic thinker and extend the resources on activities beyond Operations.
• Should be able to deal with high level of ambiguity and be hands on transition manager and transition work from various stakeholders.
• Develop robust metrics that communicate the performance of the group across multiple dimensions.
• Has the business perspective of senior management and align the organization to the same on an ongoing basis.
• Be agile and nimble to the demanding needs.
• Build scalability into the organization with higher impact in the overall release cycle.
• Ability to change the direction of operations and be able to influence at a broader level.
• Build a strong management tier. Define goals for leaders and have clear and definite growth path at all levels.
• Should be able to negotiate for deadlines, influence stakeholders and demonstrate value.
• Ability to communicate business impact to all stake holders.

Process Management
• Drive continuous and long-term improvement in quality and productivity. Be very strategic in approach and be able to come up with out of box ideas.
• Should be able to challenge status quo and be ready to drive big changes by looking into past data.
• Create a culture of cross function, as scalability is key for the organization.
• Develop robust metrics that communicate the performance of the group across multiple dimensions to different stakeholders.
• Be customer-focused, while maximizing efficiency, effectiveness and cost consciousness
• Develop business contingency plans for all time critical operations and have contingency plans against attrition.

Qualifications

• 10 yrs in the IT Industry with Program Management, Stakeholder, and Process management with a Bachelor's degree in a technical field.
• Strong understanding and experience implementing ITSM best practices; including consistently measuring and improving processes
• Enterprise IT support, including experience with:
• Mac/PC device management solutions such as Jamf or Apple Business Manager
• Quantum, EMC, or other enterprise storage solutions
• Arista, Cisco, or Palo Alto switches and firewalls
• People, process and stakeholder management with business perspective are a must.
• Strong analytical skills and ability to work in an unstructured and evolving environment.
• Good people manager who can manage and motivate direct reports and get the best out of them.
• Very strong communication and metrics management experience required.