Job Description

For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted cloud platform. AWS 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. AWS Premium Support provides global technical support to a wide range of customers using AWS Cloud as they build mission-critical applications on top of AWS services. AWS Premium Support Global Business Operations (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 Premium Support 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 business operations. 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 Responsibilities for Workforce Analyst[LH1] :
· Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
· Delivers optimal schedule coverage for the network and works with BI to create the needed mechanisms to report adherence
· Delivers skilling plans by site that are needed to ensure network service coverage
· Plans and manages network wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
· Proactively monitors network 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



[LH1]Typical day in the life of how the interaction with the business
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BASIC QUALIFICATIONS

· Bachelor’s Degree in a business, quantitative field (engineering, economics, math, and statistics), or equivalent experience
· 5+ years of experience in a demand driven customer support operations environment
· 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
· 1+ years of experience building and analyzing models using various statistical tools for forecasting and optimization
3 + year of experience working with various BI reporting software: tableau, MicroStrategy, Power BI, or other related BI reporting tools

PREFERRED QUALIFICATIONS

· Master’s degree in a quantitative field (engineering, economics, math, or statistics), business, or equivalent experience
· Ability to communicate effectively in English and Mandarin (written and verbal)
· Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives
· Possess the strong analytical and critical thinking skills
· Must be a self-starter, able to manage multiple tasks and projects simultaneously
· Experience owning deliverables end to end
· Ability to prioritize workload effectively
· Work well under pressure to meet ongoing and overlapping deadlines within short time constraints
· Must be flexible, detail-oriented, and comfortable in a fast paced environment

Salary

40K+ TWD/month

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Amazon Web Services (AWS) 亞馬遜網路服務

台北市信義區松仁路32號

About us

Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to plan and procure servers and other IT resources weeks or months in advance. Using AWS, businesses can take advantage of Amazon's expertise and economies of scale to access resources when their business needs them, delivering results faster and at a lower cost. Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform. Amazon Web Services (AWS) 成立於2006年,透過美國、澳洲、巴西、中國、德國、愛爾蘭、日本等地,提供強大而功能完整的雲端基礎設施平台。其廣泛的服務包含運算、儲存、資料庫、分析、應用與部署服務。在全球 190 個國家快速成長的新創公司、大型企業、政府機構等超過 100 萬個客戶目前仰賴 AWS 的服務快速創新、降低 IT 成本以及擴張全球應用。 在台北的 AWS 技術部門,自2016年起便積極的在台北擴大整個團隊,目前都在等著積極、敢衝、有想法的你前來挑戰。 如需了解更多 AWS 相關資訊,請至網站 http://aws.amazon.com/tw

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