Facility Operations Center Manager, Facility Operations Center

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

We are seeking a Facility Center Manager with proven and tested leadership skills to support our Amazon Facilities Center in Mumbai, India. The Facility Center is a centralized team that provides 24x7 real time monitoring, incident response, communications management and reporting for all data center physical critical infrastructure globally. The prospective manager will have primary responsibility for overseeing for a single Facility Operation Center and may manage multiple locations. They will ensure optimal customer service by way of consistency, reliability and attention to detail.

The ideal candidate will need to have an advanced understanding of data center facilities infrastructure and knowledgeable in data center IT Infrastructure and how the two entities co-exist. The successful candidate will be responsible for the management of entry level and middle level operating engineers as well as shift leads within the Facility Center. The position will help ensure overall availability and reliability to meet or exceed defined service levels. Qualified candidates must also have experience functioning in a large-scale data center environment. The manager will assist in the development and execution of vision and goals for the Facility Operation center. This skill is essential, as the candidate will help lead alignment of the Facility Center with the larger objectives of other business and peer organizations. The manager of this team will play a key role with growing the team to a standard of operational excellence.

The Manager of Facility is an individual who must lead by example. The nature of this position encompasses a balance of tactical and strategic planning to drive initiatives and deliver results. Facility is a high impact customer and vendor-facing environment. The ability to work independently in a constantly changing environment and the ability to assess critical service affecting situations is an absolute must.

Responsibilities
- Manage all engineers towards departmental and company wide goals
- Hire, supervise, coach and develop Facility Center engineers
- Excellent and positive communications skills when working with customers, vendors and employees
- Proven leadership capabilities including the skill to develop and motivate others
- Oversee day to day, escalations, ticketing and communications with customers (internal & external)
- Review metrics to drive performance and ensure the Facility Center meets or exceeds established service level agreements
- Ongoing development of processes and procedures to meet changing environment
- Update and maintain documentation associated with processes and procedures
- Continuously improve and assist in tool develop which will increase productivity and team performance.

Professional traits that are not unique to this position, but necessary for success at Amazon:
- Strong customer focus approach and perspective
- Ability to review and work complex issues where analysis of situations and/or data requires an in-depth analysis of root cause and problem solving
- Anticipates business priorities and develops action plans to meet those requirements
- Relentlessly high standards - never satisfied with the status quo
- Able to dive deep and never out of touch with the details of the business or the technology
- Take a lead role in the strategic direction of the team, striving for innovation and simplification
- Results orientated and able to think beyond the status quo
- Able to translate business requirements into functional action plans or technical solutions
- Able to be the technical leader on supported services
- Influence and drive best practices globally
- Participate in the global hiring process by reviewing resumes, performing phone screens and interviewing candidates