InfraOps Support Manager, Operations Management Center (OMC)The InfraOps Support Manager leads a two-tiered team of engineers within Amazon's Operations Management Center (OMC) -a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services. As one of OMC's regional managers, this role owns a segment of the team's follow-the-sun coverage (the model in which AMER, EMEA, and APAC teams hand work across time zones for continuous 24/7 coverage). The manager balances hands‑on technical leadership with people management: they run day‑to‑day operations to meet service levels, develop and coach engineers, build and maintain operational mechanisms, drive operational inspection and continuous improvement, and partner closely with Service Managers/Owners and IT Services partner teams. They work with minimum supervision to deliver operational changes and projects focused on infrastructure services, and thrive in an ambiguous, collaborative environment while building high‑performing teams. Operational Leadership & Service Delivery Lead the team to deliver results, ensure the operation runs properly, meets SLAs, and drives the right customer outcomes across Networking, AV, and Print. audit engineers' work to ensure results are high-quality. Own a portion of follow‑the‑sun coverage: build and maintain gap‑free shift schedules and a sustainable on‑call rotation that supports 24/7 operations without burning out engineers. Manage difficult problems and escalations, identify and mitigate immediate risks before they become roadblocks, and decide when to handle directly versus escalation. Make operational trade‑offs across time, quality, and resources.



Operational Inspection & Continuous Improvement Perform operational inspection: establish and run mechanisms (e.weekly operations reviews) that inspect performance metrics and drive corrective action. Prioritize root‑cause resolution and process improvements; People Management & Talent Development Set clear performance expectations and provide regular feedback; Evaluate engineers against the appropriate role guidelines, participate in calibration, and clearly document performance and progression. Create and continuously improve a team environment where every engineer feels valued, trusted, connected, and informed, and support work‑life harmony across time zones. Work closely with Service Managers/Owners and IT Services partner teams to resolve escalations and align priorities. Communicate the team's mission, vision, and priorities, helping engineers see how their work contributes to organization goals. Write transparent documentation and may be accountable for Correction of Error (COE) write‑ups. Technical Leadership Maintain a solid understanding of the design approaches and technologies used by the team (Networking, AV, Print) to guide technical decisions and trade‑offs. Lead the team through building, implementing, and managing solutions to difficult operational problems. Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics,



or a related field or equivalent experience Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining best‑of‑class global engineering teams Experience in development or technical support 2+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree or equivalent Bachelor's degree or equivalent, or 4+ years of professional or military experience Knowledge of networking protocols such as DNS, and TCP/IP 2+ years of Windows Server technologies: Experience in technical support 4+ years of developing a team of technical professionals across multiple locations experience Experience in managing an engineering team operating at scale Experience supporting video conference and teleconference equipment Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D; insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well‑being. As a total compensation company, Amazon's package may include other elements such as sign‑on payments and restricted stock units (RSUs). Amazon offers comprehensive benefits including health

📌 Infraops Support Manager, Operations Management Center (Canada)
🏢 Amazon
📍 Canada