Workforce Analyst, Aws Support Engineering
7 months ago
3+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years experience in workforce management
For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure.
In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Premium Support fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.
Key job responsibilities
- Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
- Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
- Delivers skilling plans by site that are needed to ensure service coverage
- Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
- Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
- Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
- Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
- Delivers site and profile level holiday scheduling plans
- Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality
Cape Town, ZAF
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
-
Real Time Analyst
7 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited - A78 Full timeBachelor's degree or equivalent - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - 2+ Years of experience in a Real Time Analyst / Workforce Management role - Knowledge of Real Time Monitoring, Intraday reporting, schedule adherence,...
-
Workforce Analyst
7 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst - 3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar - Bachelor's degree in an analytical or business field, or comparable business experience with some technical...
-
Workforce Manager, Aws Customer Service
6 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time4+ years of working cross functionally with tech and non-tech teams experience - 4+ years of team management experience - 4+ years of cross functional project delivery experience - 4+ years of program or project management experience - Experience defining program requirements and using data and metrics to determine improvements Amazon has built a reputation...
-
Sr. Workforce Scheduler, Aws Support Engineering
7 months ago
Cape Town, South Africa Amazon Dev Centre South Africa Full time5+ years of program or project management experience - 5+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience working cross functionally with tech and non-tech teams - 3+ years previous experience in a Workforce Management...
-
Workforce Management Analyst
2 months ago
Cape Town, South Africa Yoco Full timeWe’re looking for a skilled **Workforce Management Analyst** to establish and lead our workforce management function within the Customer Operations team. **Who we are**: Yoco is one of Africa's largest fintech companies, building an ecosystem of intuitive, dynamic payments and business tools. These connected tools are easy to tailor to diverse business...
-
Workforce Management Analyst
2 months ago
Cape Town, South Africa Yoco Full timeWe’re looking for a skilled Workforce Management Analyst to establish and lead our workforce management function within the Customer Operations team. Who we are Yoco is one of Africa's largest fintech companies, building an ecosystem of intuitive, dynamic payments and business tools. These connected tools are easy to tailor to diverse business needs,...
-
Software Development Manager, Aws Support
7 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time3+ 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...
-
Solutions Architect Intern, Aws
7 months ago
Cape Town, South Africa AWS EMEA SARL (South Africa) - H01 Full timeCurrently in your final year of a degree in Computer Science / Engineering / Mathematics / Technology / Related science/technical field. - Interest and aptitude to learn about and deliver cloud-based solutions to customers. - Knowledge of one of the programming languages like Java, Python, Ruby, Node.js, C#, or C++ OR the interest and technical ability to...
-
Cloud Support Engineer
1 day ago
Cape Town, South Africa Amazon Full timeAWS 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. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success....
-
Cloud Support Engineer
3 months ago
Cape Town, South Africa ENGINEERINGUK Full timeDESCRIPTION As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets. The Database role supports a...
-
AWS Cloud DataOps Engineer
2 months ago
Cape Town, South Africa PBT Group Full timePBT Group is looking for a motivated and talented DataOps Engineer to join an industry-leading IT company specialising in financial services who primary focus on AWS, to provide scalable, secure, and efficient data-driven solutions. As a DataOps Engineer you will be responsible for designing, developing, and maintaining our cloud-based data platforms on...
-
AWS Cloud DataOps Engineer
2 months ago
Cape Town, South Africa PBT Group Full timePBT Group is looking for a motivated and talented DataOps Engineer to join an industry-leading IT company specialising in financial services who primary focus on AWS, to provide scalable, secure, and efficient data-driven solutions.As a DataOps Engineer you will be responsible for designing, developing, and maintaining our cloud-based data platforms on AWS....
-
Sr. Applied Scientist, AWS Support
1 day ago
Cape Town, South Africa Amazon Full timeWe are a new team in AWS' Kumo organisation - a combination of software engineers and AI/ML experts. Kumo is the software engineering organization that scales AWS’ support capabilities. Amazon’s mission is to be earth’s most customer-centric company and this also applies when it comes to helping our own Amazon employees with their everyday IT Support...
-
Applied Scientist, Aws Support
4 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time4+ years of CS, CE, ML or related field experience - Experience programming in Java, C++, Python or related language - Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing - Degree in Computer Science / Computer Engineering /...
-
AWS Cloud Infrastructure Developer
3 weeks ago
Cape Town, Western Cape, South Africa PBT Group Full timePBT Group is looking for an experienced AWS Cloud Infrastructure Developer to join our team and contribute to the development of cutting-edge cloud-based solutions for the financial services sector. As an AWS Cloud Infrastructure Developer, you will be responsible for designing, building, and maintaining secure, scalable, and efficient cloud infrastructure...
-
Software Development Manager, Aws Support
3 days ago
Cape Town, South Africa Amazon Dev Centre South Africa Full timeDegree in Computer Science/Information Technology or equivalent - Experience in software development - Experience as a Software Development Manager, including building teams from scratch - Knowledge and experience with one or more development methodologies - Experience with managing globally distributed teams Job summary Kumo (pronounced ‘Koo-mo’, the...
-
Applied Scientist, Aws Support
7 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full timeExperience in patents or publications at top-tier peer-reviewed conferences or journals - Experience programming in Java, C++, Python or related language - Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing - 4+ years of CS, CE,...
-
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time3+ years of experience as a technical writer or editor of technical documentation. - 3+ years of experience delivering content publication plans or managing multiple projects. - 2+ years of experience using HTML for web content. - Experience using data analytics to measure content performance and identify actionable insights. AWS Sales, Marketing, and...
-
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time3+ years of experience as a technical writer or editor of technical documentation. - 3+ years of experience delivering content publication plans or managing multiple projects. - 2+ years of experience using HTML for web content. - Experience using data analytics to measure content performance and identify actionable insights. AWS Sales, Marketing, and...
-
Cloud Support Eng. I
7 months ago
Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited - A78 Full time1+ years of software development, or 1+ years of technical support experience - Experience troubleshooting and debugging technical systems This Analytics role supports our services that focus on Analytic technologies, including Kinesis, Elasticsearch, Cloudsearch, and Redshift. If you fit the description, you might be the person we are looking for! We are...