Ecommerce Support Manager

Job Description

Role: Ecommerce Support ManagerTotal Experience - 10 15 yearsWork Location - Kochi/TVM(Hybrid)Shift Timings - 24/7Expected date of onboarding - 30 - 60daysJob Description / Duties & Responsibilities:3 years of experience leading an IT support teamExperience in Managing Ecommerce Support ProgramsStrong skills with Jira Service Management, Atlassian dashboards and metricsExperience 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 experienceKnowledge and experience with Design, Development, deployment and release processes for Commerce implementations. Managing and Tracking SLAs Flexibility to work in ShiftsManage and optimize e-commerce platforms to ensure high uptime, fast load times, and seamless user experience.Identify trends to improve operational efficienciesBuild in automations where possibleWorking with peers and cross functional leaders to identify, examine and develop immediate and long-term resolutions of support issuesExperience in working in onshore/offshore modelEnd-to-end experience in software development life cycle and familiar with agile methodologies like scrumShould 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 skillsAnalyze 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 skillsEnsure compliance with all applicable laws and regulations related to e-commerce operations.Ensure daily operational activities are monitored and completedBuild strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutionsManage support schedules to ensure coverage, ticket assignments, support escalations with a continued focus on process changes that improve resolution timesManage the overall performance and growth of our IT Operations team to ensure maximum performance and professional developmentConduct team meetings, communicate recommendations for improvement as necessary and provide status reportingAbility to communicate technical information in a clear manner to StakeholdersAbility to draft documents to build out ou knowledge baseManage 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.,

Keyskills :
JavaJavaScriptDesignDevelopmentDeploymentSLA ManagementSDLCAgile methodologiesTeam mentoringCompliance managementRelationship buildingPerformance managementTechnical communicationIncident managementIT support team leadershipManaging Ecommer