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Since opening in 1995, we’ve been pushing the boundaries of possible further and further. We’re also working to become Earth’s most customer-centric company
We’re seeking a driven IT Manager to join our Fulfillment & Operations IT team in DXB3 FC based in Dubai, UAE, who keep our busy Fulfillment Center and its child site(s) running. These facilities are 24/7 production environments, where we handle and coordinate our huge, fast-moving inventory of products. You and your team will keep our Fulfillment Center and its child site(s) running smoothly, by resolving complex hardware, software, server and infrastructure issues.
Your responsibilities: As you keep an eye on your Fulfillment Center’s IT infrastructure, the extent of your duties will include but not be limited to:
- Ensuring that IT maintenance work and troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of incidents, requests and change management to strict Service Level Agreements (SLAs),
- You’re confident in your IT project management skills: you can coordinate and watch over your team’s projects as they support technical task execution. You’ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,
- You’ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Fulfillment Center staff,
- You’ll lead people, hours and shifts: this will include staff and team scheduling,
- Inspire continuous improvement of all IT team processes and initiatives: you’ll get behind our Fulfillment department continually driving operational excellence
Key job responsibilities
As FC IT Manager reporting to the Regional IT Manager, this on-site role requires your presence at the warehouse facility to effectively lead IT operations and have face-to-face interactions with stakeholders ensuring rapid response to critical IT requirements. You will provide regular status updates to leadership while implementing proactive strategies for risk mitigation.
You will actively support your team members through consistent engagement, offering guidance on task management, career development opportunities, and technical challenges.
A key aspect of your role involves building and maintaining strong customer relationships by identifying and addressing potential issues early, ensuring timely resolution of concerns, and fostering trust through consistent communication and reliable service delivery.
Occasional travel will be required.
A day in the life
Your daily responsibilities will include analyzing key performance indicators (KPIs) across multiple areas, including support ticket metrics, asset management data, keep-the-lights-on (KTLO) operations, and compliance measurements. You will actively participate in daily stand-up meetings and team briefings to discuss and prioritize critical tasks and initiatives. Additionally, you will drive innovation by leveraging the team's expertise and capabilities to deliver high-quality solutions that meet or exceed customer expectations in a timely manner.
- 4+ years of leading technology teams as a information technology operations manager experience
- A technical Bachelor’s degree in a relevant discipline is necessary
- Previous, relevant management experience in an operations or logistics environment as an IT or ICT Manager, or alternatively as an IT Service Delivery Manager. Additionally, previous experience in Linux/Unix support and/or Microsoft Windows support
- You possess networking knowledge and expertise, specifically LAN / WAN and wireless
- You’re comfortable with IT infrastructure, including comfort with data cabling and other fundamental aspects of computer facilities infrastructure
- Previous experience of developing, lobbying for, owning and take care of IT budgets; including staff, hardware and software
- You can also offer effective project management skills, alongside the ability to deal effectively with all levels of company seniority, in a variety of situations
- Strong analytical skills, along with validated problem-solving ability, are both a necessity
- Occasional travel will be required
- A Master’s degree in a relevant discipline is a nice-to-have
- Experience leading technical teams both in house and remote.
- An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP/IP and network file systems
- CISCO experience and certifications
- Certifications in Unix/Linux System support and/or Microsoft Windows system support
- Telecom knowledge, including VOIP / SIP as well as mobile technologies
- Previous help desk / technical support experience and/or previous Service Delivery and Service Level Management experience
- ITIL and Prince2 certifications would be advantageous
- You’re willing and able to develop the skills needed to support specific Fulfillment Center Automated Systems
- Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle
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.