Engineering Operations Manager, Global Field Operations (GFO) (AMER/LATAM)

We are looking for a highly-driven and customer-oriented GFO Engineering Operations Manager who will oversee all tasks associated with installing and maintaining Outposts in customer premises and Non-traditional environment data center site management (colocation partner data centers within the region). This includes ownership and accountability for the following efforts: building management systems (BMS), security protocols, access controls, power supply and resilience efforts, cooling systems, site hygiene, fire detection and control systems, preventative periodic maintenance (PPM), and all environmental aspects of the data center in which the Amazon server racks will be installed.

In this hands-on role, the GFO Engineering Operations Manager operates with a high degree of professionalism and autonomy, regularly interfacing directly with customers to consistently deliver a positive customer experience. Partnering across internal teams and external third-party partners, this role regularly innovates and enables technical solutions that address engineering challenges as they arise. Leading a team of data center engineering technicians (DCEO), the GFO Engineering Operations Manager thrives in an ambiguous, fast-paced environment and must demonstrate, and inspire in others, a positive "can do" attitude and an unyielding focus on our customers.

Key job responsibilities

As a GFO Engineering Operations Manager, you will optimize the end-user customer experience through delivering on the following objectives:

• Own engineering operations for the Americas (North and South). Support engineering and networking-related aspects of critical event response/disaster recovery readiness programs.
• Maintain accountability for the overall operations associated with installing and maintaining GFO equipment and infrastructure within customer premises and/or colocation partner data centers, to include oversight for all mechanical and electrical engineering, and networking aspects associated with GFO equipment.
• Proactively implement solutions that optimize the technical performance of GFO equipment as it relates to mechanical and electrical requirements, security protocols, access controls, power and cooling systems, and other environmental aspects of the data center environments in which Outposts will be installed.
• In partnership with GFO customer operations leads, field technician teams to support installations and break/fix activities, troubleshooting engineering and networking issues as they arise, and consistently delivering the appropriate level of support to meet or exceed established service-level commitments with customers.
• Diagnose root causes and troubleshoot rack power connection and networking issues to minimize impact and consistently deliver against our goal of 100% uptime on all customer-supported infrastructure - learn from issues that arise and mitigate risk going forward.
• Grow, lead, develop, and inspire a team of engineering operations and network service technicians across multiple sites/locations. As the leader of this team, train and mentor each individual, and drive a culture of inclusion and empowerment.
• Design and deploy strategies, tools, and processes that streamline and enhance the operational capabilities of the broader team and empower team members to achieve their collective best.
• Collaborate with third-party servicing partners and colocation data center teams to program manage larger installations, engineering builds, and logistical efforts, making sure all required materials and human capital are in the right place at the right time.
• Define and execute against key performance metrics for a significant number of small, medium, or large-scale data centers (AWS, customer, or colocation data centers) in which GFO equipment is deployed - continuously drive improvements and achieve SLAs.
• Lead large-scale strategic initiatives that improve the overall operations and optimize the cost structure.
• Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all stakeholders are aligned around expectations and next steps at all times.
• In support of 24x7 data center operations, it may be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalations.