Senior Manager, AWS Technical Support
Ingram Micro • toronto, Canada
Role Description
About the Role Ingram Micro, a leading technology company, is hiring a Senior Manager of AWS Technical Support. The role is based in Mississauga, ON and operates on a hybrid schedule: three days onsite and two days remote.
Responsibilities
Leadership & Team Management:
Lead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads.
Foster a high-performance culture centered on customer obsession, accountability, and continuous improvement.
Manage workforce planning, hiring, onboarding, and ongoing professional development.
Define clear goals, KPIs, and career development pathways.
AI-Enabled Support Transformation:
Drive the evolution of AWS PLS support through AI-powered capabilities such as agent copilots, conversational AI/chat, automated diagnostics, and intelligent case routing.
Identify and execute opportunities to automate repetitive workflows and reduce suppor...
Responsibilities
Leadership & Team Management:
Lead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads.
Foster a high-performance culture centered on customer obsession, accountability, and continuous improvement.
Manage workforce planning, hiring, onboarding, and ongoing professional development.
Define clear goals, KPIs, and career development pathways.
AI-Enabled Support Transformation:
Drive the evolution of AWS PLS support through AI-powered capabilities such as agent copilots, conversational AI/chat, automated diagnostics, and intelligent case routing.
Identify and execute opportunities to automate repetitive workflows and reduce suppor...