InfraOps Support Engineer, Operations Management Center (OMC)

The InfraOps Support Engineer is a Tier 1 support engineer in 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. This engineer is the first line of response for office-infrastructure incidents.

Operating within the Amazon Support Engineer (SupEng) job family, the engineer provides high-quality support across all three service areas while beginning to develop deep subject-matter expertise in one or more focus areas, for which they become the technical point of contact on their team. They respond, triage and resolve incidents within target times using established procedures, detect trends before they become problems, contribute to and refine the team's operating procedures, and mentor more junior engineers. Success requires the ability to work in a fast-paced, collaborative, shift-based environment.

Key job responsibilities

On a typical shift, an InfraOps Support Engineer will:

1. Monitor, Detect & Triage

Be the first line of response and keep ahead of problems.

Triage incoming incidents (tickets) within defined target response times, using judgment to resolve in place or route to the responsible team.

Use dashboards, alarms, and other tools for Networking, AV, and Print services across the global building fleet, interpreting what those signals indicate to solve incidents.

Detect ongoing trends or emerging problems before they occur and define proactive actions to prevent customer impact.

Assess incident scope and severity, correlate related incidents into a single parent incident, and prioritise work against SLAs.

2. Troubleshoot & Support

Resolve issues and support the team's products and systems.

Provide high-quality Tier 1 support for the products and systems in the team's scope, resolving straightforward problems with limited documentation and minimal escalation.

Support critical issues using existing runbooks; maintain composure through difficult interactions until the issue is resolved.

Perform on-call duties on a rotating schedule and respond to emergent events.

Escalate appropriately when resolution requires significant deviation from procedure or when an issue becomes a risk.

3. Subject-Matter Expertise & Technical Leadership

Grow into the go-to person for a focus area.

Develop and apply expertise in one or more focus areas (e.g., Networking, AV, or Print), acting as the technical point of contact for that area within the team.

Give technical direction to others and impart knowledge to users, customers, and teammates.

Lead internal team projects and deliver on defined goals and timelines.

4. Documentation & Operational Improvement

Improve how the team operates.

Identify areas to improve support documentation and processes, and author new runbooks/SOPs and knowledge-base articles where gaps exist.

Identify improvements to existing and new support tools that increase operational efficiency, and help drive their implementation.

Help develop and refine the operational policies and procedures used by the team.

5. Mentoring & Collaboration

Raise the bar for the team.

Serve as a mentor to junior engineers and act as a training buddy for new hires; may assist in hiring activities.

Maintain good working relationships across Amazon and work cross-functionally with partner teams to solve problems and improve processes.

Communicate infrastructure health and trends clearly, both in real time and as inputs to weekly/monthly business reviews.

Basic qualifications

- Experience working with Windows server technologies: AD, DFS, Print Services, SCCM

- Experience troubleshooting and debugging technical systems

- Experience in IT client, server, and network service delivery

- Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)

- Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting

- Experience working in large-scale networking environments

- High school diploma, or equivalent

Preferred qualifications

- Experience in computer networking

- Experience in network and operating system support

- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in Network protocols like DNS/DHCP/TCP

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