Outposts Hybrid Customer Ops Lead - Amazon Data Services Bahrain WLL - F51

• Experience working in a program management capacity and/or leading largescale 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 customerfacing 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 highenergy fastpaced business environment.
• Proven ability to troubleshoot complex IT problems solving for issues at the rootcause 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 NXOS 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 colocation space or onpremises facility. Customers can now use the same AWS APIs tools and infrastructure across their onpremises 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 fastpaced 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 servicelevel targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our endtoend supply chain operations and logistics efforts by effectively engaging with internal and external partners and customers as well as thirdparty 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 bestinclass servicing expectations are met in the most efficient way possible. You will independently lead daytoday 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 thirdparty 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 thirdparty partners to deliver against established service level agreements (SLAs)
• Lead all scheduling and coordination efforts to include formalizing assignments of technicians and/or thirdparty 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 onschedule servicing
• Serve as the primary point of contact for customers maintaining accountability for coordinating onsite schedules and logistics and effectively communicating these requirements to all applicable teams and partners
• Program manage efforts related to transferring assets across state/province and/or country lines partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets
• Partner with and/or supporting thirdparty contractors to enable a seamless client experience while meeting established SLTs
• Act as point of escalation for contractors technicians and transportation vendors; troubleshooting issues as they arise
• Consistently foster a culture of open and effective communication minimizing the learning curve associated with tasks and ensuring all parties and customers are aligned around expectations and next steps at all times
• Leverage data to track operational efficiencies and develop mechanisms and processes to further enhance operations as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes
• Drive crossfunctional strategic initiatives to improve supply chain efficiency and overall cost structure
• Work crossfunctionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
• Using English to conduct daytoday business both internally across Amazon and with external customers as appropriate
• Conducting site assessments at various facilities to proactively prepare for the onsite installation of DC equipment at such facilities
• Installing/expanding DC infrastructure or third party premises third party data center and/or colocated data center environment
• Troubleshooting network installations & configurations and performing network testing basic break/fix and/or decommissioning
• May participate in efforts to train and/or mentor new employees ensuring a consistent focus on bestinclass client servicing
• May be required to work outside of standard working hours to include nights and/or weekends (oncall rotations and/or on demand escalations) in support of client scheduling and/or timesensitive escalations.

Physical Requirements:
Some lifting ability to safely maneuver and position heavy objects is required. If the weight is considered hazardous it may be necessary to utilize mechanical lifting aids or equipment to execute the task.

Travel Requirement:
Frequent travel (60% on average to both domestic and international client locations) required

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

Manama BHR

• Degree in a technical field or relevant work experience in a data center operations environment

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