Ecommerce Support Monitoring Senior Specialist - 1

Position Name (Title) : Ecommerce Support & Monitoring Senior Specialist

Division : Operations

Reporting to : Digital Support Manager

Department : Omnichannel

No. of Direct Subordinates : 0

Grade : SIS SSP.6

Position Reporting Lines

Main Job Purpose

Responsible for providing technical support and assistance to ensure the smooth operation and functionality of ecommerce systems. Responsible for troubleshooting and resolving issues implementing system enhancements and providing guidance to both internal teams and guests. Ensure the seamless functioning of ecommerce systems by addressing technical challenges and providing timely support. Diagnosing and resolving issues related to the ecommerce platform payment gateways and thirdparty integrations. Collaborate with crossfunctional teams to implement system enhancements troubleshoot performance bottlenecks and optimize the user experience.Interact with guests and provide technical guidance resolving their inquiries and concerns effectively.

Accountabilities

Ecommerce Support:

• Provide technical assistance and support to endusers internal teams and guests regarding ecommerce systems platforms and functionalities.
• Troubleshoot and resolve technical issues such as system errors bugs and performance bottlenecks to ensure the smooth operation of ecommerce systems and minimize downtime.
• Handle and prioritize incoming support requests and incidents ensuring timely resolution and effective communication with stakeholders regarding issue status and updates.
• Perform routine maintenance tasks including system updates patches and configuration changes to maintain the integrity and security of the ecommerce infrastructure.
• Create and maintain technical documentation knowledge base articles and troubleshooting guides to facilitate efficient issue resolution and enhance team productivity.
• Collaborate with developers QA engineers project managers and other stakeholders to address complex technical issues implement system enhancements and ensure platform stability.
• Monitor system performance analyze metrics and proactively identify opportunities for optimization scalability and improved user experience.
• Actively participate in incident management process ensure incidents are documented and root cause analyses provided
• Prepare executive reports for applications support.
• Stay updated with emerging technologies industry trends and ecommerce best practices to suggest and implement improvements in support processes and system functionality.

Employee duties are not limited only to the abovementioned Accountabilities; he/she may perform other duties as assigned.

Position Relationship with Other Parties

Internal Relationships

• IT
• Operations Excellence

External Relationships

• Development agencies
• Application maintenance agencies
• Payment Service Providers (PSP)
• Hosting providers
• Others

Work Environment

• Indoors : 100%
• Outdoors : 0%
• Working Days : 5 Working Days
• Days off : 2 Days Off
• Working Hours : 8:00 AM 6:00 PM (1 hour break)

Position Dimensions

Level of Authority: Execute Assigned Duties

Financial Control: No Budget Control

Annual Amount: No Budget Control

Hiring Authority & Promotion

Coach New Employees

Does Not Supervise Employees

Does not Participate in the Promotion Cycle

Conduct Technical Interview

Competencies

Lead with Purpose

I lead with purpose when Im brave to challenge the status quo and turn ideas into actions that matter to my GUESTS

Collaborate for Success

I collaborate for success when I reach out and partner with others for the benefit of my GUESTS

Deliver with Credibility

I deliver with credibility when I am trusted by my GUESTS to fulfill OUR purpose

Treat with Care

I treat with care when I partner with my GUESTS to understand their needs and strive to create a memorable experience for them

Pursue with Excellence

I pursue with excellence when I display mastery and discipline to deliver the bestinclass outcomes that make a difference to my GUESTS

Job Requirements

• Bachelors degree in computer science Information Systems or related field

Education

• 1 3 years of experience in applications support with deep understanding of the support processes. (Keys from 2 to 5) Go lang or Java.
• Familiar with ecommerce systems platforms and technologies such as CMS platforms (e.g. Magento) order management systems payment gateways and APIs.
• Ability to analyze and resolve technical issues efficiently utilizing effective troubleshooting techniques and problemsolving skills.
• Experience in performing routine system maintenance tasks including updates patches and configuration changes to ensure optimal performance and security.
• Excellent communication skills to effectively interact with endusers internal teams and guests providing clear and concise technical explanations and solutions.
• Familiarity with incident management processes including incident prioritization tracking and timely resolution to ensure effective handling of support requests.
• Experience in monitoring system performance analyzing metrics and proactively identifying areas for optimization and improvement.
• Familiar with monitoring tools (e.g. Newrelic) and building dashboards setting KPIs for proactive monitoring.

Experience

• Experience with eCommerce platforms.

Remote Work :

No