BASIC QUALIFICATIONSBachelor's degree or equivalentWorking knowledge of Basic MS Office products and applicationsGood English language proficiency: verbal, writing, reading and comprehensionDESCRIPTIONAmazon Music reimagines music listening by enabling customers to unlock millions of songs, podcast episodes, and thousands of curated playlists and stations with their voice. Amazon Music provides unlimited access to new releases and classic hits across iOS and Android mobile devices, PC, Mac, Echo, and Alexa-enabled devices including Fire TV and more. In this role, you will help the Amazon Music team ensure that the content customers care about is discoverable through search. This includes auditing searchability of critical new releases, investigating the root causes of high impact search failures, and resolving searchability issues when possible using a variety of tools. The tasks will be primarily repetitive in nature and will require the individual to make judgment-based decisions, keeping in mind the guidelines provided in the Standard Operating Procedure.This requirement is for Amazon Music content quality and experience team which focuses on increasing selection, maintaining quality and providing operational support for business teams.Key job responsibilities- The primary responsibility of this role is to perform quality checks on English digital content while listening to music and identify errors reported by various systems and customers based on the SOPs - You should have the passion to listen to music. You will be expected to work with headsets majorly as quality checks will be performed on Music Tracks/Albums. - You need to continuously adapt to the business priorities, learn the features of multiple tools and systems used by the team. You need to follow SOP, identify and report errors in the content. - You will need to be aware of basic operations metrics such as productivity (number of titles processed per hour), quality (defect percentage) and delivery/latency SLA and adhere to business expectations. You will be measured on the compliance to these metrics, SLA requirements, QA guidelines, Team goals and ability to ideate and drive process improvements for closure. - In addition, you must be able to pay close attention to minute details, have good communication & writing skills, and a professional demeanor.- Proactively raises issues /alarms to manager or stakeholders that may have an impact on core deliverables or operationsA day in the lifeAs a Digital Content Associate at Amazon Music, your day revolves around ensuring the seamless delivery of high-quality digital content to our listeners. With a passion for music as your driving force, you'll start by donning your headset and immersing yourself in the world of music tracks and albums.In this dynamic role, each day presents new challenges and opportunities to influence how Amazon Music engages with fans, artists, and creators on a global scale. Join us for a day filled with music, collaboration, and innovation.About the teamAt Amazon Music, our team is dedicated to revolutionizing the way fans, artists, and creators connect through immersive audio entertainment experiences. With a passion for music and a commitment to excellence, we collaborate tirelessly to deliver high-quality digital content that resonates with audiences worldwide.We are open to hiring candidates to work out of one of the following locations:Chennai, TN, INDPREFERRED QUALIFICATIONSKnowledge of Excel at an advanced levelGood at data analysis and troubleshooting issues related to content editingFamiliarity with Amazon Music and its competitorsSalary: . Date posted: 04/16/2024 09:08 AM

Manager II Support Engineer

Amazon, Chennai, Tennessee

BASIC QUALIFICATIONS - BS in Computer Science or equivalent combination of technical education and work experience - Dedicated and committed - External hires should have minimum of 7 - 10 years of relevant experience - Should have at least 2 year of experience in managing a team of 10-15 Engineers - Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers - Strong understanding of support processes - SLA, handling tickets, monitoring, processes and metrics. - Very strong stakeholder management and communication management. - Good command over Windows and Excel - Strong analytical skills and ability to work in an unstructured and evolving environment - Good people manager who can manage and motivate direct reports and get the best out of themDESCRIPTIONAmazon Music Imagine being a part of an agile team where your ideas have the potential to reach millions. Picture working on cutting-edge consumer-facing products, where every single team member is a critical voice in the decision-making process. Envision being able to leverage the resources of a Fortune-500 company within the atmosphere of a start-up. Welcome to Amazon Music, where ideas are born and come to life. Everyone on our team has a meaningful impact on product features, new directions in music streaming, and customer engagement. We are looking for new team members across a variety of job functions including software engineering/development, marketing, design, ops, and more. Come join us as we continue to make history by launching exciting new projects. Our team is focused on building a personalized, curated, and seamless music experience. We want to help our customers discover up-and-coming artists, while also having access to their favorite established musicians. We build systems that are distributed on a large scale, spanning our music apps, web player, and voice-forward audio engagement on mobile and Amazon Echo devices, powered by Alexa to support our customer base. Amazon Music offerings are available in countries around the world and our applications support our mission of delivering music to customers in new and exciting ways that enhance their day-to-day lives. Come innovate with the Amazon Music team! As a Support Engineering Manager for Amazon Music team you would be managing a talented team of support engineers resolving technical problems. You identify customer problems, demonstrate excellent judgement skills in decision making, mentoring and growing talent. You inspire people, motivate the team, drive the culture of innovation, implement support engineering best practices, and have commitment and grit to deliver results. You improve the customer experience with technical support, case escalations, and service quality. You are responsible for overall productivity, quality, and delivery of support engineering services. To make sure your team provide high quality support, you facilitate their connection to subject matter experts and learning opportunities. You are responsible for team schedules and goals. You help scope technical efforts and identify risks. You stay connected and resolve blockers. You communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. You manage escalations and make sure customer needs are met. You drive Operational Excellence that improve processes (e.g., automating ad-hoc or manual steps). You ensure team compliance with policies (e.g., information security, data handling, service level agreements.). You hold postmortems and document lessons-learned in COEs to ensure that problems don't repeat. Key Responsibilities Include: - Monitoring & Resolution of Trouble Tickets within defined SLA's. Drive escalations to engineering team. - Drive Root Cause Analysis, Impact Analysis and Production Deployment support. - Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics) - Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes. - Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements. - Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support. - Resource planning to support various program asks. - Drive initiatives to maximize operational efficiency. - Defining measurable metrics to gauge progress against objective Support goals. - Build best-of-class support engineering teamWe are open to hiring candidates to work out of one of the following locations:Chennai, TN, INDPREFERRED QUALIFICATIONS - BS in Computer Science or equivalent combination of technical education and work experience - External hires should have minimum of 7 - 10 years of relevant experience - Should have at least 2 year of experience in managing a team of 10-15 Engineers - Strong organizational skills, tracking multiple test executions simultaneously and ability to synthesize the results - Experience working and coordinating with distributed worldwide teams preferred - Shows creativity and initiative to improve productivity by Innovative means like Developing New tools - Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications. - Demonstrated skill and passion for problem solving and operational excellence. Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual OrientationSalary: . Date posted: 04/16/2024 10:25 PM