E-commerce Support Lead

E-commerce Support Lead Skills – Mandatory - E-Commerce Support, SAP Hybris, Mongo DB , IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics CMS, SaaS Skills - Primary - IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics SAP, CMS, SaaS Skills - Good to have - Automation in support using AI

Total Experience - 7-12 years Relevant Experience - 3+ years Work Location - Kochi/Trivandrum

Job Description / 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.

                                    If this opportunity aligns with your career goals, kindly share your updated resume with us at sandra.paul@experionglobal.com