Tl E-commerce Application Support

**Role & Responsibilities**:
The Service Operations Team Lead is an exciting role, reporting to the Service Operations Manager and will be responsible for supporting operational activities delivered through Multichannel.
- As a Lead, you are responsible for directing, supporting, and managing the Service Operations Analysts in the team and ensuring they are delivering their specific tasks as per the agreed SLAs.- The lead should allocate the various tasks for the shift and ensure that all tasks are covered within SLA. He/she is responsible for documenting any concerns promptly and taking them forward with management.- To follow all reasonable management instructions, promote a high quality of service, and work in partnership with colleague’s approach- During the shift, the lead actively engages with and follows individual support plans, making changes and updating as needed. Should take responsibility for the tasks and be available on-call support whenever needed/ required.- Should coordinate with Manager and make sure things are up & running.- Must adhere to Service Level Agreements in terms of Business & Process. Should be self-sufficient on ITIL and need to train team members to reduce knowledge gaps- Ability to Deep Dive and develop innovative ideas for process challenges.- Where necessary, you will lead on specific elements of managerial activities.- We are looking for someone passionate about delivering great results and personal development. In return, you will receive the support, training, and development to further your career.**Skills/Experience/Knowledge Needed**:

- Should have experience in e-Commerce, Gambling, or Banking Application Support and worked in a 24X7 environment- Knowledge of JIRA Service Desk ticketing tool or similar Service Management ticketing tool- Experience working in an ITIL environment, understanding how the end-to-end processes work across the organization.- Excellent written and verbal communication skills.- Ability to effectively identify issues, log, and communicate to other personnel.- Ability to work well under pressure, always maintaining a structured approach.- Should have hands-on experience on Application Support/ Production Support as Level 2/ Level 3 & above- Nice to have ITIL foundation certification.-
- Should have working knowledge on Rapid Spike / Pingdom/ Grafana- Provide regular reports, analysis, insight, and data to support Service Operations activities.- Highly organized, able to work in a fast-paced environment, and plan/manage the time accordingly.- Previous experience in retail/e-Commerce environments is highly advantageous.- Strong analytical skills, Self-starter able to work with limited guidance.- Confidence, experience, and knowledge to question stakeholders and delivery teams.- Good interpersonal and client-handling skills with the ability to manage expectations and explain technical detail- Excellent written and verbal communication skills, with the ability to understand, convey and adapt information that requires careful interpretation and explanation to stakeholders.- Diligent, focused, and dependable, able to build strong relationships based on integrity.- Team player able to work constructively with other project managers, business analysts, developers, suppliers, business stakeholders, and management if required.- Good problem-solving skills and the ability to come up with creative solutions when facing problems.**Desirable Skills/Experience**:- Exposure in managing and driving major incidents and leading the retrospectives- Experience of working in a technical support environment primarily 2nd or 3rd line.- Ability to analyze data and identify patterns and deviations.Knowledge/experience with the following technologies would be advantageous but not necessary
- SQL- Product merchandising tools- e-Commerce platform- AWS, Azure, and other cloud technologies- APM monitoring tools such as Rapid Spike, Newrelic and Kibana