Description
ECommerce Production Support Analyst - Ireland
The team provides 1st level support and communication for all applications & services as well as analysing incident trends and constantly looking for opportunities for improvement, whilst fostering strong relationships with the business and engineering teams.
The successful candidate for the role will need to be an experienced, results-oriented support specialist who has a track record of success in the eCommerce field of application and support.
The role reports to the World Wide Regional Support Manager.
Person Specification
The ideal candidate for this role will demonstrate the following characteristics and experience:
Excellent academic track record with a minimum of a Bachelor's degree in a Business,
Technology or Science discipline, and preferably a Master's or equivalent.
A strong support analyst with a development/technical background who can manage a complex, fast paced & dynamic environment where technology and business environments can change rapidly.
A natural problem-solver who demonstrates a sense of urgency, and who is willing and able to push hard to ensure that their objectives are achieved, whilst maintaining excellent relationships with multiple stakeholders.
Ability to build and maintain strong relationships beyond the technology community to work effectively with non-technical business contacts.
Technically astute and skilled with the ability to understand complex issues and participate in discussions with the engineering teams.
Experience of working successfully with a mix of permanent, contract and offshore engineers - happy to adapt to dealing with people in different time zones, from different cultural backgrounds and with different objectives.
Key Responsibilities
The key responsibilities for this role are:
Working in a team that drive resolution of high priority issues, ensuring the situation is quickly and correctly analyzed whilst maintaining an open communication channel with the key stakeholders.
Ensuring the EMEIA tickets are resolved timely and within the required SLA's.
Working closely with cross functional teams and business units
Working with the global support team to provide input and recommendations for the ongoing improvement of the global support function.
Working closely with the business teams to provide them with a face-to-the-function for their support engagement needs across programs, change requests and issues, ensuring they are kept well informed, updated and delighted with their interactions with support.
Ensuring incident reports & root cause analysis are completed for all high priority incidents.
Working closely with engineering and operational teams to provide thought leadership on support monitoring needs and requirements.
Technical Experience & Skills
To be successful in this role, the following technical experience, knowledge and skills will be required:
Having worked in a supporting function of a fast paced eCommece environment for a multinational corporation.
Experience managing a complex operations centre, including establishing and enforcing operational procedures and protocols, incident management, communications, resolution and continuous improvement.
Technically astute, and well versed in a range of eCommece technologies. A development background would be very desirable.
Proven ability to not only survive, but thrive in a high pressure environment.
Good knowledge of Internet-based application and software development terminology, approaches and project life cycles - experience of both traditional waterfall and agile project methodologies.
Flexible attitude and willing to take on new challenges and demonstrating the ability to grow into more senior
Experience working with engineering teams as well as business teams and who can easily traverse from technical to non-technical explanations.
Excellent communication, presentation, organizational and documentation skills.
The ability to think strategically and deliver tactically is essential, always with the pursuit of excellence in mind.