Operations Technical Account Manager, ES - ANZ
Job ID: 2948397 | Amazon Web Services Australia Pty Ltd
AWS Enterprise Support has a full-time permanent opportunity available as an Operations Technical Account Manager (OpsTAM). Our Technical Account Managers partner with some of the most iconic businesses in the country. These range from rising startups building their business from scratch through to large enterprises going through significant transformation.
OpsTAMs work closely with TAMs, providing support on strategic engagements, projects and launch planning as well as ongoing operational issues. They play an important role in helping our customers understand how they can leverage the most value from AWS.
You will work with some of the best and brightest, while developing your skills and furthering your career within one of the most innovative and progressive technology companies.
Key job responsibilities
In this role, you’ll get to:
* Partner with Enterprise Support Technical Account managers to provide supporting services and recommendations to customers to help them transform, improve operations and lower costs.
* Collaborate with Amazon Web Service engineers, Service Teams, Technical Account Managers and customers to ensure the appropriate handling, timely resolution and escalation of support cases and customer asks.
* Liaise with customers during service disruptions to understand and assist in mitigating business impact.
* Access and learn how to use customer account tools to draw insights and address customer asks.
* Compile cloud services operational and cost analysis periodic customer reviews.
* Learn on the job to become an expert in AWS by deepening your skills in cloud computing through certification and training.
* Deliver introductory customer technical enablement sessions such as lunch and learns.
* Champion and advocate for customer requirements within AWS (e.g. feature request).
* Participate alongside Technical Account Managers in customer requested meetings.
* Coordinate and liaise with internal technical teams and specialists to help customers achieve support outcomes.
* Available during non-business hours to handle urgent issues (~5% of role).
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences and to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
BASIC QUALIFICATIONS
- Experience with operational parameters and troubleshooting for one (1) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
- 2+ years of experience in similar roles such as a Technical Consultant, Solutions Architect, IT Manager/Engineer or other similar technical role
PREFERRED QUALIFICATIONS
- Computer Science or Math background.
- Working knowledge of software development practices and technologies
- Experience working with AWS technologies
- Solid understanding of technology budget management
- Internal enterprise or external customer-facing experience with the ability to clearly articulate and present to small and large audiences.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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