Sr Workforce Analyst, AWS Support Engineering

DESCRIPTION

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Support Engineering provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Support Engineer (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision making to ensure business success and is seeking an experienced Senior Workforce Analyst.
In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Support Engineer fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key job responsibilities
-Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
-Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
-Delivers skilling plans by site that are needed to ensure service coverage
-Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
-Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
-Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
-Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
-Delivers site and profile level holiday scheduling plans
-Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality

A day in the life
The WFA (Workforce Analyst) is the primary point of contact on WFM policies and processes for SE Domains and Sites. WFAs are also responsible for establishing, tracking and reporting path to green metrics when there are misses in: FRSL, Availability, Shrinkage, AFC, DRE and other areas that impact our ability to service AWS customers.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

- Bachelor's degree with 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- 5+ years of WFM experience working cross functionally with tech and non-tech teams
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- 5+ years of WFM Experience, supporting cross site teams

PREFERRED QUALIFICATIONS

- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• • IND, TS, Hyderabad
• Support
• Project/Program/Product Management--Non-Tech