As an increasing number of large enterprises move their critical systems to the cloud, we are in need of high-powered technical leaders to help Amazon's largest and most strategically important Global Financial Services customers navigate the operational challenges of cloud computing. You will work with our top-tier customers in capital markets, insurance, and banking and payments, supporting the software development life-cycle for cloud services, operations management of active services, and business relationships with AWS. In this role, you will have the opportunity to help shape and execute a strategy to build mind-share and broad use of Amazon Web Services with some of our largest customers. You must possess management and customer-facing skills that enable you to represent AWS well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, regulatory requirements, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud. As Enterprise Support Manager, you will lead a team delivering AWS Unified Operations (UOps) to Global Financial Services (GFS) customers. Your team of Technical Account Managers serve as the primary operational point of contact for your customers, helping to plan, review, and oversee ongoing operations of business critical applications through application-specific reviews, proactive monitoring, custom runbooks, and rapid critical incident response. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS's largest application workloads. You will lead operations reviews, both internally and with your customers, while constantly seeking ways to improve your customer's AWS experience. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers. Key job responsibilities Every day will bring new and exciting challenges on the job while you: - Champion and advocate for Global Financial Services customers within Amazon Web Services (be their voice) - Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible - Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud - Help Global Financial Services customers define IT and business processes that work well with cloud deployments - Engage with Director and C-Level executives to translate business needs into technical and operational plans - Work with AWS executive leadership to influence the product roadmap - Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response - Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning About the team In GFS, we provide support to some of the world's largest financial services industries. We align ourselves with our customers to support their adoption of the cloud. We analyze and assist with financial goals, performance goals, and partner with our customers to provide a cloud experience that suits their needs. We cover the divisions of capital markets, insurance, and banking and payments. Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? 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.