Key job 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.
Drive high-severity incident response and Correction of Error (COE) reviews with clear, owned action items.
Move the operational metrics. Analyze ticket and floor data to find opportunities that improve site efficiency, throughput, and speed, and deliver them with Operations and engineering partners.
Own the automation roadmap. Turn recurring issues and manual runbooks into scripts, automated remediation, and self-healing workflows, and automate site launch readiness and configuration checks.
Build monitoring, dashboards, and alarms that detect issues before sites or patients feel them.
Uphold patient safety and regulatory requirements, including HIPAA, in daily operations. No workaround may compromise dispensing accuracy.
Coach and grow engineers, and raise the hiring bar.
About the team
Our team is dedicated to ensuring Amazon Pharmacy's operations is scaled and efficient for customers worldwide. We operate at the intersection of engineering and operations, building scalable support mechanisms and driving continuous improvement. We value collaboration, clear communication, and a genuine commitment to each other's growth. As we look ahead, we are investing in automation, smarter tooling, and new approaches to incident management. This is an opportunity to shape the direction of a team that directly impacts healthcare for millions of customers at Amazon.
Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
3+ years of experience managing technical support, support engineering, or operations engineering teams
5+ years of experience in technical support, production support, or operations engineering roles
Experience running 24x7 or multi-shift operations, including rosters, on-call rotations, and escalation processes
Experience using operational metrics (SLA adherence, MTTR, ticket volume and aging) to drive team performance
Experience leading incident management and root cause analysis for high-severity issues
Experience working with engineering teams and external vendors to resolve technical issues
Bachelor’s degree in Engineering, Computer Science, or a related technical field, or equivalent experience
Experience managing engineering teams in an operations environment
Experience with scripting and automation in Python, SQL, or Bash, and leading teams that automate manual operational work
Experience with AWS services for monitoring, alarming, and automation
Experience with IT service management tooling and ticketing workflows, such as SIM, Trouble Ticketing, ServiceNow, or Jira
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.
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