Senior Manager, AWS Technical Support

About the Role

Ingram Micro, a leading technology company, is hiring a Senior Manager of AWS Technical Support. The role is based in Mississauga, ON and operates on a hybrid schedule: three days onsite and two days remote.

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 such as agent copilots, conversational AI/chat, automated diagnostics, and intelligent case routing.
  • Identify and execute opportu...