Sr. IT Support Engineer Manager Saudi Nationals OTS📣 Job Ad

About the Role

Amazon is seeking a Sr. IT Support Engineer Manager for Saudi Nationals to join our Operations Technology (OpsTechIT) team in Riyadh. This full-time position focuses on maintaining and improving the IT infrastructure that supports Amazon's operations network, ensuring seamless business continuity and customer satisfaction. The role offers an opportunity to contribute to innovation and operational excellence within a multinational team.

Role Overview and Responsibilities

As a Sr. IT Support Engineer Manager, you will be responsible for the availability and performance of all IT equipment and infrastructure. You will work closely with business stakeholders, colleagues, and remote support teams to implement and maintain critical infrastructure elements, address day-to-day support needs, and drive continuous improvement. This role serves as an escalation point for technical issues for IT Support Technicians and Operations teams, acting as a key interface between various technical and business units. You will also be involved in projects, seeking opportunities for innovation and improvements to meet current and future business requirements.

Key responsibilities include:

• Implementing and maintaining IT infrastructure to ensure optimal performance and adherence to KPIs and SLAs.
• Managing projects across sites, collaborating with business and IT teams to implement technological changes.
• Liaising with global Subject Matter Expert (SME) teams for the installation and maintenance of networking and server infrastructure.
• Creating, reviewing, and executing change management requests and project plans.
• Performing site audits to ensure compliance with Amazon IT and Health & Safety guidelines.
• Representing the IT department in site meetings and acting as a point of contact for business and support functions.
• Managing interactions with contractors and external suppliers, communicating technical requirements and standards.
• Undertaking project management, serving as a single point of contact, and providing technical and management support for site initiatives.
• Providing direction and support to IT Support Technicians for trouble tickets and action items.
• Managing and supporting the updating and auditing of departmental documentation.
• Interacting with suppliers, requesting quotes, and purchasing equipment according to policies and budgets.
• Producing weekly reports on metrics and work performed.
• Contributing to the paid on-call schedule for high-severity incidents.
• Providing mentoring and training to technicians and engineers, and acting as a technical contact for remote support teams.
• Supporting the recruitment of new talent into OpsTechIT.

Qualifications and Experience

Candidates should possess the following qualifications:

• A Bachelor's degree in IT, Computer Science, or an equivalent field.
• 5-10 years of experience in IT support and management.
• Experience with networking technologies, including TCP/IP, subnetting, DNS, and DHCP.
• Proficiency in Windows server technologies such as Active Directory (AD), DFS, Print Services, and SCCM.
• Proven experience in technical support roles.
• Experience supporting Windows, Mac, and/or Linux operating systems in a corporate environment.
• Experience supporting a Windows server environment is preferred.
• Experience supporting video conference and teleconference equipment is preferred.

Team and Work Environment

This role is part of the Operations – Fulfilment Center and Logistics team, which is central to the Amazon customer experience. The OpsTechIT team plays a vital role in ensuring that Amazon can meet its customer promises by managing the flow of inventory and supporting operational processes. The position is based in Riyadh, Saudi Arabia, and requires occasional travel.