Enterprise Support Leader - Strategic Accounts
Core
Lead enterprise support operations for strategic AWS accounts, managing support cases, analyzing operational performance, and advocating for customer requirements within AWS.
Role type
Senior Enterprise Support Operations Manager
Builds
Operational support processes and customer success strategies for mission-critical AWS applications
Domain
Cloud computing / Enterprise IT Support
Deliverable
dashboards & analysis
Required skills
Executive leadership, technical problem solving, network management (Layer 3+), web services consumption, stakeholder management, performance analysis, pre-launch planning
Preferred skills
Master's degree, experience building/managing full application stacks, Linux/Windows system administration
Technologies
AWS, Linux, Windows, Web Services
Responsibilities
Manage assigned Enterprise accounts and oversee support cases; Complete analysis and present periodic reviews of operational performance; Provide detailed reviews of service disruptions and metrics; Make recommendations on AWS offerings fit within customer architecture; Advocate for customer features and requirements internally; Participate in customer meetings; Work directly with AWS engineers to expedite issue resolution