About the RoleIngram 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.ResponsibilitiesLeadership & 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 career 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 support demand through AI and self-service solutions.End-to-End Customer Experience Ownership:Own and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.Act as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues.Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.Customer Journey Optimization:Analyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.).Oversee escalation management,



ensuring rapid and effective resolution of critical issues.Drive improvements to the digital support journey and inquiry workflows.Knowledge-Centered Service (KCS) & Self-Service:Implement and mature a Knowledge-Centered Service (KCS) framework.Develop scalable knowledge assets including knowledge base articles, troubleshooting guides, and AI-powered support content.Enable both customers and agents to resolve issues faster through knowledge reuse and self-service.Voice of Customer & Insights:Capture and analyze customer insights from support interactions, AI chat sessions, and knowledge usage data.Identify patterns and trends to influence product and platform improvements.Data-Driven Support Operations:Establish dashboards and reporting frameworks for ticket deflection, MTTR, platform reliability, knowledge reuse, customer satisfaction (CSAT), and digital adoption.Define and track key operational metrics including SLA compliance, resolution time, backlog health, and quality.Drive continuous improvements in efficiency, scalability, and service delivery.Technical Strategy & Enablement:Provide strategic direction on AWS support capabilities and emerging technologies.Partner with Product and Engineering to influence roadmap and service improvements.Champion automation, tooling, and DevOps/cloud-native practices within support operations.Stakeholder Collaboration:Collaborate cross-functionally with AWS

📌 Senior Manager, Aws Technical Support (Toronto)
🏢 Ingram Micro
📍 Toronto