Software Development Manager, Aws Support

2 weeks ago

Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time
3+ years of engineering team management experience

  • 7+ years of engineering experience
  • Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
  • Experience partnering with product or program management teams
  • Bachelor's degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field (or equivalent experience)


Work hard, have fun, and make history at AWS Amazon Web Services has been rated one of the most admired companies globally, both for Innovation and Customer Service.

At AWS Kumo, you will be on the forefront of driving Cloud innovation for industry leaders around the globe.


Kumo (pronounced 'Koo-mo', the Japanese word for "cloud") is the global product and engineering organization for AWS Support, a multi-billion $ business.

Kumo's products, used by AWS customers and the internal Amazonian teams that help them, are vital to ensuring exceptional customer experiences on AWS.

Kumo has a broad portfolio of customer-facing and internal services.

Our public-facing properties include AWS Trusted Advisor, AWS Health, Automation, Recommendations & Insights, AWS Support Center, AWS Knowledge center, and many more.

Our internal AWS Support teams rely on Kumo services to interact with AWS customers, diagnose and resolve customer issues, and safely share information across AWS teams.

These services must work seamlessly, and be available when AWS services are not.

Any changes to these tools has a force multiplicative effect on how customers experience AWS and the efficiencies of the internal workforce.

Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small
- and mid-market accounts to enterprise-level customers including public sector.

Our team applies modern development practices and utilizes native AWS tools to do them.

We operate in a multi-region redundant environment to ensure reliability; we continuously deploy to all regions through an automated pipeline; we use CloudWatch and other tools to help us monitor and diagnose.

We loosely follow an agile methodology, and most of all, we focus on getting things done and delivering value to customers.


We combine the culture of a startup, the innovation and creativity of a R&D Lab, the resources, support, and work-life balance of a mature organization, and technical challenges at the scale of AWS.

Come join us

Key job responsibilities
Product
You will closely partner with your product manager to define and execute on the vision for your product. You will set and help your development team maintain line-of-sight to key product goals.

Projects

You will be responsible for developing a roadmap and delivery plan for your team as well as track progress against key goals.

You will identify dependencies and risks and mitigate risks before they start to impact project goals and manage expectations when things don't go as planned.

Process
You, together with your team, own the team's development process.

You should be comfortable running an agile development process and ensure it serves the team, rather than the team serving it.

People
You will own all facets of performance management and career development for your team. Helping team members achieve their career objectives through regular one-on-one engagements is required. You will mentor all members in order to maintain a well-rounded, world class organization. You will own and be accountable for the output and performance of your team.

Technical and operational excellence
You should ensure your team is technically excellent. That includes ensuring security remains your top priority, with operations second and features third. You should build for high-availability and utilize best-in-class native AWS technologies. You will mentor your team on design best practice, even though your engineers ultimately own the solution.

Recruiting and Hiring

Incident and Escalations Management

You will be the point of contact for enquiries regarding escalations and service incidents impacting our case management customers, for services you own or the broader case management space during your coverage period.

The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis.

You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.

About the team
About AWS

Diverse Experiences

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

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