Systems Development Manager, AWS Managed Operations

As Support Engineering Manager, you lead a global team transitioning from reactive troubleshooting to proactive automation and engineering excellence using AI-driven automation. You shape incident management at massive scale, drive automation-driven improvements, and mentor engineers to adopt an engineering mindset beyond ticket resolution. You’ll influence AWS’s operational resilience and service reliability for millions of customers, partnering with cross‑functional teams to align on a long-term vision.

• Mentorship and career growth
• Work-life balance and flexibility
• Inclusive team culture
• Continued learning and career development
• Impact on global AWS reliability
• Diversity and belonging initiatives

• Lead and develop the support engineering team through mentoring, performance management, and strategic project assignments to foster an engineering mindset
• Direct incident management and root-cause analysis during critical outages, advocating for permanent code fixes
• Establish follow-the-sun 24/7 support operations with global handovers and cross-regional coordination
• Develop automation and operational excellence systems, identify toil, implement automation workflows using agentic AI, update playbooks, and track SLA performance
• Collaborate with AWS stakeholders to define the team vision, set goals, allocate resources, and balance tactical needs with strategic programs
• Lead local development efforts to improve operational performance and drive continual improvements in tooling and automation
• Meet with customers to clarify requirements and refine the staffing and support plan for supported services
• Define and drive project progress, reporting on outcomes and impact

• Experience in managing system or software development teams
• Hands-on experience in systems engineering and admin work in networking, storage, and operating systems
• Experience in automation or monitoring frameworks, deployment, or development
• Experience in systems administration, network engineering, or software development engineering
• Experience in distributed system management

• Proactive problem-solving
• Continuous improvement
• Ownership and accountability
• Automation and monitoring frameworks
• Incident management at scale
• Automation workflows (agentic AI)