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 opportunities to automate repetitive workflows and reduce suppor...