Systems Development Manager, AWS Managed Operations

Description 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 Al. 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’ll 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, analyzing 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 Al, 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.

About The Team About AWS

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.

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