Senior Manager, AWS Technical Support in Mississauga

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.

This position is a hybrid role based in our Mississauga, ON office with the opportunity to work 3 days onsite and 2 days remotely.

The Senior Manager of AWS Technical Support leads a team of high-performing technical support professionals delivering world-class support to mid-tier and enterprise customers leveraging Amazon Web Services (AWS). This role is accountable for driving operational excellence, enhancing customer satisfaction, and developing scalable, future-ready support strategies aligned with AWS best practices. The ideal candidate combines deep technical expertise in cloud technologies with proven leadership experience managing large-scale support organizations.

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, including agent copilots, conversational AI/chat experiences, automated diagnostics, and intelligent case routing. Identify and execute opportunities to automate repetitive workflows and reduce support demand through AI and self-service solutions.
• End-to-End Customer Experience Ownership: Own and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem. Act as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues.
• Customer Journey Optimization: Analyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.). Oversee escalation management, ensuring rapid and effective resolution of critical issues.
• Knowledge-Centered Service (KCS) & Self-Service: Implement and mature a Knowledge-Centered Service (KCS) framework. Develop scalable knowledge assets including knowledge base articles, troubleshooting guides, and AI-powered support content.
• Voice of Customer & Insights: Capture and analyze customer insights from support interactions, AI chat sessions, and knowledge usage data. Identify patterns and trends to influence product and platform improvements.
• Data-Driven Support Operations: Establish dashboards and reporting frameworks for ticket deflection, MTTR (Mean Time to Resolution), platform reliability, knowledge reuse, and customer satisfaction (CSAT).
• Technical Strategy & Enablement: Provide strategic direction on AWS support capabilities and emerging technologies. Partner with Product and Engineering to influence roadmap and service improvements.
• Stakeholder Collaboration: Collaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience. Align support operations with broader business goals and customer success strategies.
• Customer Stewardship: Ensure effective triaging, resourcing, and skill alignment across the AWS PLS program. Maintain high service standards and ensure all performance metrics and program expectations are consistently met or exceeded.

Key Success Metrics:

• Ticket deflection and self-service adoption
• MTTR and resolution quality
• Customer satisfaction (CSAT/NPS)
• Digital platform adoption
• Knowledge reuse and KCS maturity

What You Bring:

• Bachelor's degree in Engineering, IT, Data Science or equivalent.
• 10+ years of experience in technical support, cloud operations, or IT services.
• 5-7 years of experience leading technical support teams.
• Hands-on experience with AWS cloud platforms, including a strong understanding of cloud services, solutions, and go-to-market strategies.
• Strong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.).
• Experience managing enterprise-level support operations and escalations.
• Proven track record of driving operational excellence, scalability, and performance improvements.
• Demonstrates strategic leadership and execution with a strong customer-centric and data-driven approach.
• Exhibits strong communication and executive presence while driving operational excellence, continuous improvement, and leading through change and innovation.
• Experience implementing AI-enabled support tools and automation is preferred.
• Demonstrated success driving cross-functional improvements with Product and Engineering teams is preferred.
• Experience with Knowledge-Centered Service (KCS) or similar frameworks is preferred.
• AWS certifications (Solutions Architect, DevOps Engineer, or equivalent) is a strong asset.

Salary and Pay:

The typical base pay range for this role across Canada is $150,000 -165,000 CAD per year. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills.

Rewards and Benefits:

Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement:

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer.

ESG Commitment:

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business.