Ecommerce Support Manager

Experience

10+ years.

Job Description / Duties & Responsibilities:

• 3 years of experience leading an IT support team.
• Experience in Managing Ecommerce Support Programs.
• Strong skills with Jira Service Management, Atlassian dashboards and metrics.
• Experience working on the SAP Commerce platform leveraging Java and JavaScript programming
  languages.
• Experience in managing and overseeing an eCommerce solution that is classified as SaaS and
  used by multiple countries.
• Strong Ecommerce background with B2B/B2C implementation experience.
• Knowledge and experience with Design, Development, deployment and release processes for
  Commerce implementations.
• Managing and Tracking SLA’s.
• Flexibility to work in Shifts.
• Manage and optimize e-commerce platforms to ensure high uptime, fast load times, and
  seamless user experience.
• Identify trends to improve operational efficiencies.
• Build in automations where possible.
• Working with peers and cross functional leaders to identify, examine and develop immediate
  and long-term resolutions of support issues.
• Experience in working in onshore/offshore model.
• End-to-end experience in software development life cycle and familiar with agile methodologies
  like scrum.
• Should actively participate in communication with business stakeholders and participate in all
  SDLC lifecycles.
• Should be capable of reviewing the work done by other team members and guide them in
  complex issues.
• Should have good knowledge related to Agile methodology.
• Resolve any operational issues that arise.
• Excellent time-management, problem-solving and decision-making skills.
• Analyze and report on e-commerce performance metrics to identify areas for improvement and
  growth opportunities.
• Led and mentor e-commerce team members to develop their skills.
• Ensure compliance with all applicable laws and regulations related to e-commerce operations.
• Ensure daily operational activities are monitored and completed.
• Build strong relationships with cross-functional teams and business leads to implement and roll
  out productivity tools, understand business needs and provide innovative technology solutions.
• Manage support schedules to ensure coverage, ticket assignments, support escalations with a
  continued focus on process changes that improve resolution times.
• Manage the overall performance and growth of our IT Operations team to ensure maximum
  performance and professional development.
• Conduct team meetings, communicate recommendations for improvement as necessary and
  provide status reporting.
• Ability to communicate technical information in a clear manner to Stakeholders.
• Ability to draft documents to build out ou knowledge base.
• Manage and lead the customer support team, providing guidance and support to ensure high-
  quality service delivery.
• Collaborate with cross-department teams to align support efforts with overall business
  objectives and enhance customer experience.
• Optimize support operations to improve efficiency and effectiveness, ensuring timely issue
  resolution.
• Monitor key performance metrics and service levels to assess team performance and identify
  areas for improvement.
• Conduct regular training sessions for the support team to enhance their skills and knowledge of
  products and services.
• Lead initiatives for service process improvement to streamline operations and enhance the
  customer journey.
• Provide escalation support for complex customer issues, ensuring swift and effective resolution.
• Understanding of key performance metrics related to customer service and support operations.
• Collaborates with external vendors and service providers to ensure timely and effective.

resolution of issues.

• Acts promptly during critical incidents to minimize downtime and coordinate with relevant
  stakeholders as necessary.
• Manages ecommerce-related user and system administration responsibilities for all
  international markets.
• To adhere to the Information Security Management policies and procedures.