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Field Services Engineering Business Manager, Field Services Engineering

4 months ago

Columbus, United States Amazon Data Services, Inc. Full time
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.

Amazon is looking for a Business Manager to join the AWS Data Center Field Services Engineering team (FSE). The FSE team consists of Engineers and supporting staff who work support our existing Data Center fleet. Together, the FSE team owns fleet-wide maintenance standards and tooling, end to end reliability and quality of our infrastructure equipment, root causing and corrective actions for infrastructure issues, engineering escalation from our operators, global monitoring and alarming of our data center infrastructure, global availability performance + related programs for our infrastructure engineering and operations teams, and program/designs for our existing data center fleet to upgrade them to our latest standards.

We obsess over customers by developing the most advanced engineering solutions that result in world class uptime, while continuously reducing costs for our customers. Amazon offers a fast paced, fun, and exciting work environment. We continue to grow at exponential rates and are looking for individuals that can support our speed to market, enjoy a challenge, and have a desire for professional growth and continuous learning experiences.

As the Business Manager of Data Center Field Services Engineering (FSE), you will partner with the Data Center Engineering Senior Business Manager and the Director of FSE to set the near and long-term vision and direction for the division and ensure alignment of this vision and direction with broader DCE strategic planning. In addition, you will exercise deep expertise on all processes, variables, and tooling that impact Financial Management and Planning for FSE, including Resource Planning. This includes (1) CAPEX and OPEX management; (2) the various infrastructure drivers and metrics that impact headcount scaling; and (3) tooling that enables continuous audit to ensure parity between resourcing supply and demand. Further, as the Business Manager of FSE, you will exercise deep expertise on the key inputs that affect divisional hiring performance and productivity, as well as related metrics that enable performance measurement in these areas. The Business Manager of FSE must earn trust with partner teams such as Finance and multiple deployment teams in order to expand mechanisms and strategies beyond FSE and ensure the full scope of needs are captured on behalf of the sub-division. In addition, as a key representative of the sub-division, the Business Manager of FSE must effectively interact with and earn trust from partners external to the sub-division, and in some cases, external to AWS. Such interactions may include arranging and facilitating off-site events with senior executives to advance Global FSE initiatives, coordinating business activities with partners in Talent Acquisition and Human Resources, and collaborating with partners external to AWS. Lastly, you will be an authority on operational guidance such as global expense policy, and remediation of policy and software risks for Global FSE.

The ideal candidates will have excellent analytical abilities, outstanding business acumen and judgment, intense curiosity, and superior written and verbal communication skills. They will have a strong bias toward data driven decision making. They will be a self-starter; comfortable with ambiguity; able to think big and be creative, while exercising strong judgment and good instincts to be right a lot. The ideal candidate is motivated by delivering high-quality analyses and recommendations that change the operational business direction within timeframes that most think is impossible. If you are excited about enabling a global Data Center Field Services Engineering team to deliver for AWS customers, this role is for you

Key job responsibilities
- Establish the 2-3 year strategic direction for FSE, as well as associated tactical goals for execution in the current year. In establishing the strategic direction for FSE, you are not simply a compiler of information from the supporting business verticals. Rather, you own diving deep with each supporting vertical to understand the complex and technical nature of these business areas; you then step back to analyze the higher order strategy for collectively executing across all of the business areas; and finally, you own the pen to draft the strategic business document that effectively communicates the strategic direction for DFCD. In carrying out this work, you must lean-in deeply to understand the technical details of supporting Engineering programs, such that you can effectively communicate these programs to Executives and members outside of the Engineering community. You are skilled at clear and concise business writing, and balancing the technical complexity of your writing for the intended purpose/outcome.
- Based upon the strategic direction that you set with the Director of FSE, you are responsible for working with FSE leaders to craft measurable goals to successfully execute on the FSE strategy. In addition, you are responsible for implementing monthly tracking mechanisms to monitor and report on status of delivery for the subject goals, and ensure clear reporting on the most critical goals to the Vice President of Data Center Engineering.
- You own financial management functions for the FSE business. Such financial management functions include: (1) CAPEX planning for, among other things, infrastructure programs developed by our Engineering Solutions Verticals; (2) OPEX planning related to FSE employee expenses; and (3) Training, Travel and Entertainment expenses for FSE. As part of your ownership in these spaces, you establish budgets that provide adequate funding to meet the needs of the business, as well as mechanisms to track actual expenditures against the approved budgets.
- As part of your ownership of FSE OPEX planning, you own the Resource Planning function for FSE. Your responsibilities in owning the Resource Planning function include capturing the full-scope of resourcing supply and demand for FSE, and ensuring parity between supply and demand. You also own developing clear and concise financial planning documents to convey related information to Business and Finance Leadership.
- You develop FSE hiring targets, which incorporate expected attrition and pending starts, and analysis of actual hiring activity against these targets on a monthly basis. In addition, you facilitate FSE leadership's active management of hiring against performance goals, and produce associated weekly and monthly hiring reports.
- You develop quarterly analyses, reporting, and recommendations on FSE employee productivity, which includes analyses of inputs/metrics that influence productivity, performance against such inputs/metrics, and recommendations to ensure FSE meets productivity goals.
- You administer mechanisms to ensure FSE staff meet expectations relative to, among other things, appropriate expense transactions and remediation of software risks.
- You develop and own monthly and quarterly business reviews that incorporate a variety of scope into a single actionable report for our team and partners.
- You develop analyses, recommendations, and related mechanisms to assess FSE employee experience, and drive actions to continuously raise the bar for a positive experience.
- You partner with the Director of FSE to manage employee retention, attrition, promotion, and other related matters to improve the FSE employee experience.

About the team
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 why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

We are open to hiring candidates to work out of one of the following locations:

Columbus, OH, USA | Herndon, VA, USA
BASIC QUALIFICATIONS- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- 3+ years experience managing programs across cross functional teams, building processes and coordinating release schedules
PREFERRED QUALIFICATIONS- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit .