IT Manager, Ops Tech Solutions (OTS)

About the role

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 computer, and PCs running Windows, Linux, and Android operating systems to virtually and physically move e-commerce items from our suppliers into our fulfillment centers shelves, from those shelves into packaging, those packages into cars, trucks, and airplanes for delivery to front doors around the world. We are committed to developing a diverse organization and we are even more committed to working with you to make that happen. What Do We Offer? Amazon offers competitive compensation packages, including comprehensive healthcare benefits starting on Day 1 and up to 20 weeks of paid parental leave. If you're not in it for those perks, here is one more: we don't wear suits and ties! Come as you are because jeans, t-shirts, sneakers and sometimes a neon safety vest will be your daily outfit. Learn more about Amazon in Andy Jassy's most recent letter to shareholders at https://www.aboutamazon.com/news/company-news/2021-letter-to-shareholders. Key job responsibilities Key responsibilities include: - 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 (SLA). - 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%.