Job Description

Job Location:

KochiTrivandrum

Experience



3 Years



/ Duties and Responsibilities


Experience in Managing Ecommerce Support Programs Strong skills with IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics Experience working on the SAP Commerce platform and CMS - Contentful, AEM. Experience in managing and overseeing an eCommerce solution that is classified as SaaS and used by multiple countries. Strong Ecommerce back ground with B2B/B2C implementation experience Managing and Tracking SLA's Flexibility to work in Shifts including Night Shifts Manage and optimize e-commerce platforms to ensure high uptime, fast load times, and seamless user experience. Identify trends to improve operational efficiencies Work with a team of Offshore Ecommerce Support Analysts Knowledge of Agentic AI 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. Adhere to the Information Security Management policies and procedures.
Job Specification / Skills and Competencies


Overall 7-12 years experience * 3 years of experience leading an Ecommerce support team