Yatin Jain

Operations management professional with over 8 years of experience in leading technical and operations teams within Amazon Web Services and Amazon India. Skilled in managing global teams, process optimization, and service delivery with a focus on operational excellence and IT infrastructure support. Experienced in building SOPs, automation workflows, escalation frameworks, and data-driven reporting systems that improve operational consistency and efficiency at scale.

Adept at fostering cross-functional collaboration and driving continuous improvement to meet SLA and KPI goals in dynamic environments. Knowledgeable in Linux/Unix systems administration and client/server environments, with a strong foundation in cloud operations and technical support.

Team Manager – Operations - Amazon Web Services (AWS) - Bangalore

(2023-08)

Promoted to Team Manager in 9 months; lead a technical operations team of 15 TSEs across multiple locations managing ~800–1,000 global cases per month with >90% SLA adherence.

• Enhanced operational processes by designing escalation paths and SOP frameworks, improving consistency and cross-functional handoff efficiency in IT support environments.
• Implemented automation and workflow improvements that reduced escalation delays by 1.87 days per case, boosting resolution speed and customer satisfaction.
• Drove structured KPI tracking and targeted coaching, improving CSAT by 2% and team workload flexibility by 5% year over year.
• Reduced knowledge-driven escalation issues by 18% within one quarter through identification of systemic gaps and targeted training initiatives.
• Led operational programs supporting over 400 unique SME requests, expanding technical resolution coverage and improving support for builders and partners.
• Mentored and developed team members, facilitating 5 internal promotions and executing performance improvement plans to meet CSAT and productivity goals.
• Collaborated with professional services, service teams, and leadership to optimize workflows, enhance reporting visibility, and strengthen knowledge enablement across IT operations.

Technical Support Specialist - Amazon Web Services (AWS) - Bangalore

(2022-10 - 2023-07)

Promoted from Associate to Specialist for exceeding performance expectations in technical support for AWS services.

• Served as a subject matter expert for AWS billing and account escalations, resolving over 500 complex enterprise cases with strong SLA compliance.
• Identified process gaps and led workflow improvements that accelerated resolution timelines and strengthened operational efficiency.
• Supported SLA compliance programs by identifying bottlenecks and recommending process corrections to team leads, contributing to improved service delivery.

Technical Support Associate - Amazon Web Services (AWS) - Bangalore

(2019-07 - 2022-09)

Managed high-volume technical support queues for global AWS enterprise customers across chat and email platforms.

• Resolved approximately 440–550 monthly technical and billing cases while maintaining strong SLA adherence and operational metrics.
• Provided technical guidance on AWS Management Console, billing insights, and cloud resource optimization, supporting client/server environments and cloud operations.

Customer Support Associate & HR Recruitment - Amazon India - Noida

(2017-07 - 2019-06)

Delivered customer-facing support and HR recruitment services, building foundational skills in operations and people management.

• Handled customer escalations with a solutions-focused approach, maintaining service quality and brand standards.
• Led candidate interviews and executed in-office hiring strategies for Customer Service Associate roles, supporting team growth and operational needs.

B.Tech - Electrical & Electronics Engineering - Dronacharya College of Engineering, MDU, Gurugram, Haryana

Senior Secondary - Science - D.A.V. Public School, Delhi