AWS Service Manager

Job Purpose

This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements. The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Key Responsibilities

Strategic Planning & Operations Management

• Delegate tasks to technicians based on SLA, technician availability and skill level.
• Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue.
• Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans.
• Provide support for new Lambda releases and deployments.
• Understand the service-cost relationship and drive continuous service improvements.
• Provide r...