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Job Description:
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com
Ingram Micro has earned Great PlacetoWork Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.
Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
This position is a hybrid role based in our Mississauga, ON office with the opportunity to work 3 days onsite and 2 days remotely.
Role: The Senior Manager of AWS Technical Support leads a team of high-performing technical support professionals delivering world-class support to mid-tier and enterprise customers leveraging Amazon Web Services (AWS). This role is accountable for driving operational excellence, enhancing customer satisfaction, and developing scalable, future-ready support strategies aligned with AWS best practices.
The ideal candidate combines deep technical expertise in cloud technologies with proven leadership experience managing large-scale support organizations. Additionally, this leader is responsible for evolving the AWS PLS support model by integrating AI-enabled, knowledge-driven, and self-service capabilities to improve customer experience, operational efficiency, and support scalability. This role partners closely with AWS and internal Product, Engineering, DevOps/SRE, and Customer Experience teams to improve product execution, optimize break/fix workflows, and continuously enhance support outcomes, including ticket deflection, MTTR reduction, platform reliability, and digital adoption.
Responsibilities:
Leadership & Team Management:
- Lead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads.
- Foster a high-performance culture centered on customer obsession, accountability, and continuous improvement.
- Manage workforce planning, hiring, onboarding, and ongoing professional development
- Define clear goals, KPIs, and career development pathways.
AI-Enabled Support Transformation:
- Drive the evolution of AWS PLS support through AI-powered capabilities, including:
- Agent copilots
- Conversational AI/chat experiences
- Automated diagnostics
- Intelligent case routing
- Identify and execute opportunities to automate repetitive workflows and reduce support demand through AI and self-service solutions.
End-to-End Customer Experience Ownership:
- Own and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.
- Act as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues.
- Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.
Customer Journey Optimization:
- Analyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.).
- Oversee escalation management, ensuring rapid and effective resolution of critical issues.
- Drive improvements to the digital support journey and inquiry workflows.
Knowledge-Centered Service (KCS) & Self-Service:
- Implement and mature a Knowledge-Centered Service (KCS) framework.
- Develop scalable knowledge assets including:
- Knowledge base articles
- Troubleshooting guides
- AI-powered support content
- Enable both customers and agents to resolve issues faster through knowledge reuse and self-service.
Voice of Customer & Insights
- Capture and analyze customer insights from:
- Support interactions
- AI chat sessions
- Knowledge usage data
- Identify patterns and trends to influence product and platform improvements.
Data-Driven Support Operations:
- Establish dashboards and reporting frameworks for:
- Ticket deflection
- MTTR (Mean Time to Resolution)
- Platform reliability
- Knowledge reuse
- Customer satisfaction (CSAT)
- Digital adoption
- Define and track key operational metrics including SLA compliance, resolution time, backlog health, and quality.
- Drive continuous improvements in efficiency, scalability, and service delivery.
Technical Strategy & Enablement:
- Provide strategic direction on AWS support capabilities and emerging technologies.
- Partner with Product and Engineering to influence roadmap and service improvements.
- Champion automation, tooling, and DevOps/cloud-native practices within support operations.
Stakeholder Collaboration:
- Collaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience.
- Align support operations with broader business goals and customer success strategies.
- Present operational insights, trends, and performance reviews to senior leadership.
Customer Stewardship:
- Ensure effective triaging, resourcing, and skill alignment across the AWS PLS program.
- Maintain high service standards and ensure all performance metrics and program expectations are consistently met or exceeded.
- Position support as a key differentiator for the business.
Key Success Metrics:
- Ticket deflection and self-service adoption
- MTTR and resolution quality
- Customer satisfaction (CSAT/NPS)
- Digital platform adoption
- Knowledge reuse and KCS maturity
What you bring to the role:
- Bachelors degree in Engineering, IT, Data Science or equivalent.
- 10+ years of experience in technical support, cloud operations, or IT services.
- Must have 5-7 years of experience leading technical support teams.
- Must have hands-on experience with AWS cloud platforms, including a strong understanding of cloud services, solutions, and go-to-market strategies.
- Strong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.)
- Experience managing enterprise-level support operations and escalations.
- Proven track record of driving operational excellence, scalability, and performance improvements.
- Demonstrates strategic leadership and execution with a strong customer-centric and target="_blank">AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.
Ingram Micro’s Commitment to ESG (Environment, Social & Governance)
Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.
