Job Description

Description

The e-Commerce Operations Lead Analyst will manage and facilitate the 24x7 day-to-day functions for all e-Commerce related functional services. This includes but is not limited to monitoring, analyzing, reporting, and resolving technical issues that impact the availability and performance of all e-Commerce systems. This role represents all level 1 & 2 support teams and will partner with various business associates as well as IT engineering and application teams to perform rapid restoration of critical services and subsequent follow up on root cause analysis, recurring issues, and performance trending. The lead analyst will also play an important role with pre and post project management and will translate the objectives and impact of those efforts back to the support teams. Other responsibilities include: managing the daily batch schedule, vendor data feeds, operational improvements, and analyst training and onboarding.

* Oversee proper functionality and provide support for current and future e-Commerce systems including cloud computing platforms and services, database management systems, payment processing, front-end web store functionality (application and web servers, middleware services, back-end application performance and integration, site content, web defects, customer experiences, order management/fulfillment, and network/telecommunication systems. Coordinate and manage overall site performance and operations related to data feeds, site performance, user experience, content validation, third-party integrations, and data security.
* Manage the analysis, diagnosis, and resolution of critical incidents to minimize downtime and restore service as quickly as possible. Liaise with internal and external engineering, application, and vendor support teams to investigate and resolve highly complex technical issues. Supervise the other analysts to ensure proper incident management and escalation processes are being followed.
* Responsible for interfacing with internal/external customers on operational issues by dispatching on-call engineers, facilitating communication between vendors and other resources, and documenting all information according to incident management guidelines. Determine business impact, initial priority, scope, communication plan, and resources required to resolve all customer-impacting issues.
* Assist in the coordination and planning of maintenance activities, change control task assignments, and event impact assessment for all scheduled maintenance windows. Identify and eliminate potential false alerts from monitoring applications. Automate manual business and support tasks to reduce workload and create proficiencies as part of the continuous improvement process.
* Produce post-mortem incident analysis reports and communicate root cause as part of the PIR (Post Incident Review process. Partner with internal and external teams in problem/change management to determine root cause of significant incidents and drive to resolution. Demonstrate creative ideas on how to improve end-user satisfaction.
* Responsible for the transition of information and documentation for any new services, technologies, or processes. Develop, implement, and maintain support documentation regarding operations, functionality, framework, policies, and procedures. Provide ad-hoc reports, dashboards, and KPI's with actionable recommendations based on data-driven analysis and continuous optimization.

Qualifications

* Bachelor's Degree, IT related (preferable
* Three to five years of experience in Network Support and Engineering
* ITIL v3 certification preferred but not required
* e-Commerce Specialist (design, support, admin
* 5+ years experience with Gomez, AppDynamics, Keynote
* Knowledge of IBM DB2 and Oracle ATG preferred
* Experience with ITSM apps such as Remedy or JIRA
* Experience with WebSphere Commerce, Apache Service Mix
* Experience with cloud computing platforms/applications such as Microsoft Azure, Google Cloud, and Pivotal Cloud Foundry
* Experience with monitoring and log aggregate applications such as Grafana, Instana, Elastic, Logstash, Kibana preferred
* Experience with vendors such as Akamai and CyberSource
* Ability to work independently with minimal direction
* Ability to work varying shifts based on need (may not apply
* Ability to translate highly complex solutions to audiences at varying technical levels.
* Ability to multitask and manage multiple incidents simultaneously
* Ability to understand and communicate proper risk assessments

LI-HC1