Description

NA

Requirements

Overview

Reporting into the Ecommerce Service Lead the role holder will be required to

provide support for both internal and external stakeholders in relation to

Ecommerce systems and platforms.

The role will involve pro-actively monitoring, detecting and taking positive action to

help avoid or mitigate against downtime and protect the customer experience within

the agreed SLA's.

You will be tasked with recording and analysing incidents and their resolution as a

means of continuous improvement. You will be liaising and working with our wider

support team across multiple geographies.

You must have a high level of technical expertise, a service mindset and strong

foundation in ITIL and associated Service Management methodologies, tools and

processes.

The role will on occasion be required to assist the Ecommerce Service Lead in the

co-ordination and task management of the wider Ecommerce team.Required Skills and Competencies

Essential

Excellent oral and written communication skills.
IITIL V4 Foundation or equivalent experience.
Ability to understand complex web and standalone applications/systems

architectures involving multiple technologies

Build strong relationships with colleagues and key stakeholders in the

business

Exposure in managing and driving major incidents and leading the

retrospectives

Good interpersonal and client-handling skills with the ability to manage

expectations and explain technical detail.

Ability to work well under pressure.
Willingness to be flexible, working within a fast-paced and dynamic

environment.

Experience of working in a technical support environment primarily 2nd or 3rd

line.

Ability to analyse data and identify patterns and deviations.

Desirable

Experience of working for a retail e-commerce business.
Business awareness.

Knowledge/experience with the following technologies

NRQL and SQL
Atlassian, Jira, JSM
Product merchandising tools
eCommerce platform
AWS, Azure and other cloud technologies
APM monitoring tools such as New Relic , Grafana and Kibana

Job responsibilities

Core Responsonsibilities

Monitoring, recording and responding to all new incidents and service

requests raised via ticketing system, telephone, face to face and email.

Management of Major Incidents in a complex technical environment, including

co-ordination of internal / external teams and 3rd parties.

Liaising extensively with external or internal stakeholders to see issues

through to resolution.

Liaising with stakeholders to ensure effective prioritisation of incidents based

on impact and urgency.

Managing internally reported software, website, mobile applications and web

hosting issues from identification to resolution. Implementing where possible

workarounds and feeding directly into the development workflow with any

changes required.

Identifying options for potential solutions and assessing them for both

technical and business suitability.

Sending communications to stakeholders to raise awareness of high

impacting incidents or system maintenance.

Working along with the Project teams to ensure the team is communicated

and trained for supporting new services.

Drawing up, supervising and documenting processes.
Supporting users on change control and system updates.
Working remotely out of hours as and when needed. Usually on a shift/rota

basis.

Keeping up to date with technical and industry developments.
Managing suppliers ensuring that all agreed SLA's are adhered to.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development. We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

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