Manager II, Support Engineer, L5, KIX Support Engineering Team

The Kindle Ingestion and Expansion (KIX) team enables independent authors, content creators and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners’ Lending Library; as well as in print formats for sale on Amazon’s global marketplaces, bookstores and other online retailers using Amazon’s state-of-the-art Print on Demand (POD) technology. KIX is an important part of Amazon’s vision to provide its Kindle and print book customers with the world’s largest selection in the format they prefer – eBook or paperback.
The KIX Support Engineering team provides tier 2&3 services production support and is also responsible for providing multifaceted services to the Kindle digital product family of development teams and working with production operations teams for software product release coordination and deployment. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.
Key job responsibilities
* Monitor & Drive team to Resolution of Trouble Tickets within defined SLA’s. Drive escalations to Engineering Team.
* Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
* Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes.
* Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
* Regular interactions with various internal business-owners (like Engineering Teams) to help understand requirements & business priorities, define engagement model and drive improvements.
* Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
* Resource planning to support various program asks.
* Drive initiatives to maximize operational efficiency.
* Defining measurable metrics to gauge progress against objective Support goals.
* Build best-of-class Support Engineering Team
About the team
The Kindle Ingestion and Expansion (KIX) team enables independent authors, content creators and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners’ Lending Library; as well as in print formats for sale on Amazon’s global marketplaces, bookstores and other online retailers using Amazon’s state-of-the-art Print on Demand (POD) technology. KIX is an important part of Amazon’s vision to provide its Kindle and print book customers with the world’s largest selection in the format they prefer – eBook or paperback.
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND
B.E. in Computer Science or a related field.
1+ years of experience building, managing Engineering Teams.
8+ years overall development/technical support experience.
knowledge of programming, Operating System and Data structures concepts preferred
Comfortable communicating cross-functionally and across management levels in formal and informal settings
Shows creativity and initiative to improve productivity using automation or creative processes.
Ability to understand technical specifications, distributed systems architecture and ability to deep dive on service/application logs
* Hands-on technical expertise * Experience with mission critical, 24x7 systems * Excellent verbal and written communication skills * Ability to handle multiple competing priorities in a fast-paced environment * Experience in preparing quality metrics and effectively engaging with stakeholders to set and drive quality goals.