AWS Sr. Services Delivery Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification™ for 2022-2023 in the United States! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position can be located in any of our US offices with the possibility of being remote near a major airport and approximately 25% travel.

Your role:

The Cloud Services organization delivers consulting and engineering engagements to clients of Ingram Micro’s Partners, on behalf of or in conjunction with Ingram Micro’s Partners. This team performs both pre-sales and delivery activities associated to those engagements. In this role, the Senior Service Delivery Engineer will deliver service engagements focused on AWS migrations and solution implementations with 80% Project Delivery and 20% training and methodology creation.

The primary emphasis of your role is delivering high-quality services that meet or exceed client expectations. This role centers on providing technical expertise, addressing client needs and concerns, maintaining strong client relationships, troubleshooting issues, overseeing quality assurance, documentation, training, and a commitment to continuous improvement.

• Technical Expertise: Demonstrate in-depth knowledge of specific service solutions and technology stacks to effectively support clients.
• Client Relationship Management: Serve as a point of contact for clients, understanding their needs, addressing concerns, and maintaining strong client relationships.
• Troubleshooting and Issue Resolution: Quickly identify and resolve technical issues or challenges that clients may encounter before & during service delivery.
• Quality Assurance: Maintain quality standards to ensure that services are consistently delivered at a high level of quality.
• Documentation: Utilize PSA to maintain detailed records, client communications, and project documentation for transparency and historical reference.
• Training and Knowledge Sharing: Provide training to internal teams and clients to ensure the proper use of services and share best practices.
• Continuous Improvement: Analyze data and feedback to identify areas for service enhancement and implement strategies to optimize quality and efficiency.
• Compliance and Security: Ensure that service delivery processes adhere to industry-specific regulations and security guidelines.
• Monitoring and Reporting: Utilize PSA to regularly monitor service performance and provide detailed reports on key performance indicators (KPIs).
• Professional Certification & training: Maintain necessary professional certifications and training to perform services at industry best levels and gain new certifications and knowledge to expand skills and offer new services.

What you bring to the role:

• Four-year college degree or equivalent combination of education and experience in a related technical field required.
• 3 + years of experience including a minimum of 1 + years position specific project delivery and pre-sales engineering experience with a consultancy background.
• 1 - 3 years of hands-on DevOps responsibilities on utilization industry standard tools and workflows.
• 1 - 2 years of experience developing Infrastructure as code and/or application development responsibilities.
• 1 – 2 years of experience with infrastructure as a service and cloud native services on AWS.
• 1 - 2 years of experience with migration of applications and infrastructure to AWS.
• 2 or more of the following certifications, or similar AWS certifications, with a minimum of one being a preferred certification, with a willingness to train for and obtain a 2nd preferred certification.

AWS Cloud Practitioner

AWS Solution Architect Associate (Preferred)

AWS Developer Associate (Preferred)

AWS SysOps Administrator (Preferred)

• General proficiency with various tools, systems, and procedures required to accomplish the job. May need to consult with Senior/Specialist staff members on some technical issues.
• Client Interaction Experience: Experience in directly engaging with clients, understanding their needs, and maintaining positive relationships is valuable.
• Technical Support Experience: Experience in providing technical support, troubleshooting, and issue resolution in a professional services context.
• Service Delivery Experience: Exposure to the service delivery process, project management, and ensuring that services are delivered effectively and efficiently.
• Quality Assurance Experience: Hands-on experience with quality assurance practices, such as process improvement, monitoring, and adherence to service standards.
• Team Collaboration Experience: A background in collaborating with cross-functional teams, both internally and externally, to achieve service delivery objectives.
• Technical Knowledge: A strong understanding of the specific products, services, and technology stack used by the organization.
• Industry Knowledge: Familiarity with the industry or sector in which the professional services business operates to better comprehend client needs and challenges.
• Compliance and Security Knowledge: Knowledge of relevant industry-specific regulatory requirements and security standards.
• Client Understanding: A comprehensive understanding of client expectations, preferences, and industry-specific trends.
• Service Quality Best Practices: Knowledge of best practices in service quality, continuous improvement, and industry standards.
• Communication Skills: Strong verbal and written communication skills for effective interaction with clients and internal teams.
• Problem-Solving Skills: The ability to analyze and resolve complex technical issues and challenges that may arise during service delivery.
• Client Relationship Management: Skills in building and maintaining positive client relationships, including active listening and empathy.
• Documentation Skills: Effective record-keeping and documentation abilities for maintaining project files, client communication, and reports.
• Quality Assurance Skills: Skills in implementing and maintaining quality standards, process improvement, and adherence to service benchmarks.
• Service Delivery Engineer II's are more independent, capable of handling a variety of technical challenges, and may start to specialize in specific areas. They actively contribute to team collaboration and may begin mentoring junior colleagues.
• Senior engineers have a more strategic impact, actively leading projects and making decisions that influence service delivery. They may begin to specialize in specific technical areas and actively contribute to team mentorship.

#LI-JJ

The typical base pay range for this role across the U.S. is USD $66,100.00 - $105,800.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.