As a Training Program Manager based at the Hyderbad site; you will be responsible for delivering, implementing and administering high quality training programs for technical and non-technical learning programs for AWS Support Engineering. This role focuses on program management and co-ordination for New Hire (NH) and Tenured engineers for AWS(India) night support, you will additionally assist the global program owner build NH mechanisms to improve training experience and business performance. You will play a significant role in the training and development of a successful and effective global support team.
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
AWS Support is 24x7x365 operations and work timings for this role is in India night time i.e. 7 PM to 4 AM IST or 11 PM to 8 AM IST. You are expected to work in night shifts hours based on business requirements.
Key job responsibilities
• Coordinate, plan, design, deliver and facilitate Support Engineering (SE) trainings such as new hire, continuing education, launch training for new services, and other SE specific training as needed. This includes classroom and/or remote instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.
• Prepare for Training Delivery by granting tool permissions to trainees prior to the class, create Adobe Connect training room, send trainee invites based on training dates communicated by global PM, review the training materials and complete the curriculum preparation.
• Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.
• Monitor, track and report on training completion metrics.
• Establish and maintain subject matter expertise on SE workflows.
About the team
As a member of the AWS Support team; you will be at the forefront of Cloud technologies and the full breadth of AWS services. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The Global Learning team is responsible for providing training resources to ensure learning and development for the AWS Support organization across the entire builder lifecycle.
Diverse Experiences
Amazon 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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Work/Life Balance
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Inclusive Team Culture
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- Bachelor's degree or equivalent
- 2+ years of program or project management experience; 2+ years of working cross functionally with tech and non-tech teams experience
- 2+ years of defining and implementing process improvement initiatives using data and metrics experience; 2+ years of facilitating training or learning & development experiences
- Experience managing new hire training programs, continuing education programs, or similar training and development projects/initiatives.; Experience using e-learning software (Articulate Storyline 2, Camtasia, or similar), Cornerstone LMS (or similar), and conferencing tools.
- Experience developing and supporting training for technical/IT-related positions; Experience with technical customer service organizations
- Experience creating/editing resources and communication for knowledge transfer and skill development; includes collaborating with subject matter experts and managers to write/develop technical content.
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