Outposts Hybrid Customer Ops Lead

7 months ago

Manama, Bahrain Talent Pal Full time

Experience working in a program management capacity and/or leading large-scale complex projects
- Experience with data center equipment and rack build/installation efforts
- Experience working with networking protocols/technologies (TCP/IP, Ethernet, L2/L3)
- Experience in a customer-facing role, with the proven ability to manage and effectively communicate expectations to customers
- Strong interpersonal, written, and verbal communication skills, with the proven ability to effectively manage through conflict
- Ability to operate autonomously and manage to a schedule - excellent prioritization and time management; proven ability to think and act in a high-energy, fast-paced business environment.
- Proven ability to troubleshoot complex IT problems, solving for issues at the root-cause level
- Advanced experience with analysis tools including Microsoft Excel, SQL, and statistics software.
- Warehousing, supply chain, inventory management, finance, and/or vendor management experience.
- Demonstrated fluency in multiple languages applicable to the region
- Understanding of power feeds/redundancy, ATS, hot/cold aisles, rack build/installation, networking hardware (cabling, switches, servers), inventory management, and associated troubleshooting
- Experience participating in/leading efforts to automate processes and/or implement tools/SOPs that enhance operational efficiencies
- Proficiency in network operating systems (Cisco IOS, NX-OS, Junos) and basic understanding of Linux/Unix configuration - Industry standard certifications (CompTIA, Cisco, etc.)

This role is with our AWS Outposts Operations team - delivering a new way for Infrastructure to be delivered to our customers. AWS Outposts brings native AWS services, infrastructure, and operating models to virtually any data center, co-location space, or on-premises facility. Customers can now use the same AWS APIs, tools, and infrastructure across their on-premises and the AWS cloud to deliver a truly consistent hybrid experience. The provided AWS Outposts infrastructure is fully managed, maintained, and supported by AWS directly to deliver access to the latest AWS capabilities for our customers.

We are looking for a Customer Operations Lead who is highly autonomous, possesses a “can do” attitude, and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in providing an outstanding customer experience by facilitating the overall program management, scheduling, coordination, and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises. The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time, thereby enabling the achievement of defined service-level targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our end-to-end supply chain, operations, and logistics efforts by effectively engaging with internal and external partners and customers as well as third-party servicing providers to deliver meaningful results for our clients and teams. You will be expected to manage your time onsite and coordinate materials and labour to ensure high standards and best-in-class servicing expectations are met in the most efficient way possible. You will independently lead day-to-day operational efforts, including larger DC installations, SOP development, and initiatives that may span across regions/teams. You will be responsible for building relationships and effectively engaging with internal and external partners, including third-party vendors/ service providers, to deliver meaningful results for our teams. Further, you will travel to third party locations and/or between AWS sites, to install, service, and retrieve Data Center (DC) equipment, as required.

Key job responsibilities

As a Customer Operations Lead, you will lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience, through an unyielding focus on the following key activities:

- Serve as the program manager for all orders within the assigned region, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs)
- Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
- Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to

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