- Bengaluru, Karnataka, India
- On-site
- Full-time · Manager
- 3+ years
Founding leader to build and lead the Amazon Pharmacy Support Engineering team in Bengaluru, overseeing 24x7 technical support for global pharmacy fulfillment.
Compensation
On-site; Bengaluru, Karnataka, India
Responsibilities
- Build, hire, and lead a team of Support Engineers in Bengaluru, owning 24x7 multi-shift coverage for global Pharmacy fulfillment, including rosters, shift handoffs, and on-call rotations.
- Own triage and resolution of fulfillment issues across SIM and Trouble Ticket queues. Set severity criteria, escalation paths, and SLAs, and report on SLA adherence, MTTR, backlog, and repeat-ticket rate.
- Manage robotics and automation hardware incidents with third-party vendors: run escalations, track vendor SLAs and action items, and hold vendors accountable for fixes and preventive maintenance.
- Resolve network issues that affect fulfillment, mainly routing orders to the right fulfillment center and handling inventory out-of-stock scenarios, in partnership with network and inventory teams.
- Route genuine defects to the right engineering team with reproduction steps, impact, and root-cause data, and follow through until the fix lands.
Requirements
- Bachelor's degree in Computer Science
- Bachelor's degree in Computer Engineering
- Bachelor's degree in Engineering
- Bachelor's degree in a related technical field