Summary
Leads operational support for global ecommerce sites and the internal and third-party systems that support the ecommerce platform. Manages a team of analysts, oversees technical issue resolution, and coordinates production support across global partners.
Responsibilities
- Manage and train a team of analysts and lead complex technical issue triage.
- Coordinate incident tracking, prioritization, resolution, root-cause reporting, and escalation with development, business, and IT partners.
- Oversee digital technical integrations, production acceptance, and releases of new systems and features.
- Monitor service-level agreements, key performance indicators, and system availability; manage support schedules and on-call coverage.
- Maintain operational documentation and knowledge resources, and communicate production support incidents.
Requirements
- Bachelor's degree or equivalent in a related field.
- At least 5 years of experience in a related role, including technical experience in development, software quality assurance, or infrastructure.
- At least 5 years of experience managing a team of 5 or more and working with ecommerce operations, internal business teams, clients, vendors, and projects.
- Ability to partner with stakeholders inside and outside of IT and work effectively in a team environment.
- Availability for limited evening and weekend work.
