Facility Operation Center Technical Specialist, Facility Operations Center

At Amazon, were working to be the most customer-centric company on earth! Amazon is a place where builders can build. We hire the worlds brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. If youd like to help us build a place where you can find and buy anything online, this is the job for you.

The AWS Data Center Community (DCC) organization is looking for an individual with proven and tested leadership skills to join the Facility Operation Center (FOC) team. The FOC launched as a singular support team to proactively monitor the life-safety systems and the infrastructure equipment alarms that provides power and cooling to the platform on a global 24x7x365 basis. We support Data Center Engineer Operations teams who are responsible for the operation of infrastructure equipment.

The FOC Technical Specialist facilitates and deep dives customer impacting events, locates systemic infrastructure issues using data driven analysis to drive solutions and serves as a subject matter expert on department processes. The FOC Technical Specialist is responsible for the design, creation, and launch of new learning content, creating and maintaining all FOC documentation globally, and managing the technical training of the team across the regions.

You will play a significant role in the career development of the global FOC team by mentoring and helping managers guide the career growth of their team members. You are responsible for leading team members across regions and functional areas to accomplish organizational goals. You will guide the team on improving operational efficiency for all services through the identification and development of SLAs, metrics, workflows, procedures, tools, and documentation.

You will lead data analysis and engagement of stakeholder teams to drive corrective actions by utilizing processes, such as After-Action Reports (AAR), Correction of Errors (COE), AWS Emergency Response protocols, Lessons Learned, and Global Action Items. You will be responsible for delivering global projects while influencing stakeholders by creating reports, improving processes, and presenting narratives. You will be expected to run effective projects and programs independently. You will support team goals and projects by providing feedback and technical support as required.

Key job responsibilities:

• Provides support to the team during Critical Site (CSE) and Large Scale (LSE) events. Acts as FOC POC in the COE process.
• Deep dives post event data and reviews all After Action Reports (AAR) to ensure standards are met.
• Meet or exceed FOC KPIs in project delivery to develop and drive FOC Engineer. efficiency projects which reduce manual tasks.
• Meet or exceed FOC KPIs in tracking project/program quality of 85%.
• Author and present AWS business continuity and emergency response program documents.
• Ability to lead DC availability meetings and post event analysis to senior leadership.
• Ownership and driving organizational and team level goals.
• Continuous integration with stakeholder teams on program improvements.
• Locates systemic infrastructure issues using data driven analysis to drive solutions.
• Collaborates with external teams to implement new processes to reduce waste.
• Creates and maintains FOC technical documentation driving process improvements.
• Manages technical training to ensure engineers meet the bar for engineering knowledge.
• Designs, creates and implements learning content, practical assessments, and facilitates workshops and instructor led training programs.
• Develops certification mechanisms to further enhance operational excellence, professional and career development.