Reporting into the Ecommerce Service Lead the role holder will be required to provide support for both internal and external stakeholders.
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.
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 workplace, 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 proc
📌 Senior Support Analyst2 (Hyderabad)
🏢 GlobalLogic
📍 Hyderabad
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