IT Support Eng Manager, Global RAD Operations

Description

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders. If you would like to help us build the place to find and buy anything online, this is your chance to make history and be involved in growing our business by leading and supporting IT engineering at a global scale. The Global RAD Operations (GRO) within Tech – Supply Chain is growing globally to improve our responsiveness to our customers.

Tech – Supply Chain manages all IT infrastructure and end-user equipment deployed across Amazon's network globally. The team is responsible for providing end-to-end solutions that power the physical fulfillment of our customers' orders, including management of new site launches across the globe that directly support shipping packages to millions of Amazon.com customers. Rapid Asset Deployment (RAD) is the physical warehouse network that fulfills these orders, handling the hands-on preparation, deployment, and recovery of IT equipment at scale.

This is a technical leadership role that owns IT/Support engineering across the RAD network. The leader is responsible for engineering standardized network stack build, provisioning, and lifecycle processes for all IT products requiring value-added services in RAD — including scanners, network stacks, vending, and new device types. The role leads a team of IT Engineers globally and partners daily with Operations, Process Engineering, Program Management, and Supply Chain Solutions.

Key job responsibilities
- Own hardware build and provisioning engineering for all products requiring value-added services in RAD (scanners, network stacks, vending, etc.), including standardized SOPs, bills of materials, and QA processes.
- Engineer and maintain per-device-class RMA triage, diagnostic, repair, and refurbishment procedures that Operations executes across the network.
- Own data sanitization procedures (Clear/Purge/Destroy), including auditable end-of-life disposition workflows.
- Drive automation for IT processes — QA, provisioning, imaging, reporting, and RMA workflows — via scripting (Python, PowerShell, Bash) and platform tooling.
- Define and maintain production-ready network stack build and provisioning procedures that enable operational workforce execution.
- Partner with Product & Tech on new-product introduction requirements and certification for incoming device types.
- Establish engineering standards, shared tooling libraries, and a defined release cadence for automation deliverables.
- Own technical competency development for the engineering team, including skills matrices and growth paths within the Support Engineering job family.

Basic Qualifications

- 5 years of managing with a track record of success experience
- Experience in engineering teams management in a fast-paced operations environment
- Experience managing IT environments on behalf of customers

Preferred Qualifications

- Bachelor's degree in Computer Science, Information Science, Information Technology, Engineering, Mathematics, Physics, or a related field
- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations
- Experience in AWS services
- Experience in project and program management and delivering key business outcomes

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.