Systems Development Manager, AWS Managed Operations

Are you ready to transform how support engineering operates at scale? Amazon Web Services (AWS) Operations Management is seeking an experienced Support Engineering Manager to lead a global team that's evolving from reactive troubleshooting to proactive automation and engineering excellence using Agentic AI. In this role, you'll eliminate repetitive toil and create a follow-the-sun support model while building a team culture where engineers grow their careers through strategic problem-solving, not just ticket resolution.

You will have the opportunity to create transformational impact across AWS by leading incident management at massive scale, championing automation-driven solutions, and mentoring engineers to think beyond immediate fixes. This isn't traditional support management - it's about architecting operational resilience, meeting demanding SLAs through innovation, and shaping how AWS delivers world-class service reliability to millions of customers globally.

AWS Operations Management (AWSOM) handles operational infrastructure responsibility for all services in AWS commercial regions, enabling service teams to focus on customer engagement and innovation development. The team automates operational tasks to eliminate toil and simplify operations without requiring deep service expertise, providing consistent operational experience across AWS. AWSOM is accountable for critical operational metrics including service pipeline freshness, host maintenance, and security campaign remediation.

The team's vision centers on scaling operational excellence through automation and engineering discipline. You'll join a culture that values proactive problem-solving, continuous improvement, and developing engineers who take ownership of complex systems. This is an environment where your leadership directly impacts AWS's ability to maintain the reliability and security that millions of customers depend on daily.

Key job responsibilities:

• Lead and develop a support engineering team through career mentoring, performance management, and strategic project assignments that evolve engineers from support mindset to engineering mindset, fostering continuous learning and next-level performance.
• Drive incident management and problem-solving at scale by directing technical responses during critical outages, analysing root causes, and collaborating with engineering teams to advocate for permanent code fixes rather than temporary workarounds.
• Establish and optimize follow-the-sun support operations by managing global handovers, coordinating cross-regional resources, and ensuring seamless 24/7 coverage while maintaining work-life harmony for your team.
• Build process automation and operational excellence mechanisms by identifying repetitive toil, implementing automation workflows using Agentic AI, updating support playbooks, and establishing metrics to measure team performance against SLAs, response times, and resolution rates.
• Partner with stakeholders across AWS to define team vision and long-term strategy, working backwards from customer problems to set goals, allocate resources effectively, and balance tactical operational needs with strategic engineering initiatives.

A day in the life:

• Lead the deployment and operation of services in regions with specialised security needs.
• Report on the health of these services.
• Drive root cause analysis and coach others on performing them.
• Lead local development efforts to improve operational performance.
• Drive continual improvement in systems operations through the development of new tooling and automation.
• Define and drive projects and report on their progress.
• Meet with customers to develop relationships and clarify requirements.
• Create and refine the staffing and support plan for the services that you support.

Experience in managing system or software development teams. Experience (hands-on) in systems engineering and administrative work in networking, storage systems, and operating systems. Experience in automation or monitoring frameworks, deployment or development. Experience in systems administration, network engineering, or software development engineering. Experience in distributed system management.

Preferred Qualifications:

• Bachelor's degree in Engineering, Computer Science, Information Systems or a related field.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture:

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth:

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance:

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve.