Webshop Incident Handler

As a Webshop Incident Handler, you ensure webshop incidents are managed efficiently through structured coordination, timely communication, and effective resolution. You lead incident handling, support Product teams during investigations, and drive Root Cause Analysis (RCA) to identify underlying issues and prevent recurrence. In addition to incident management, you contribute as a Business Analyst when capacity allows, helping define, refine, and document functional requirements that support continuous webshop improvement.

You will:

- Handle and coordinate webshop incidents across critical customer journeys (e.g., PDP, cart, checkout, orders), ensuring proper follow-up, escalation, and closure.
- Support Post-Incident Review (PIR) and RCA processes by gathering issue details, logs,timelines, and business impact.
- Proactively monitor for recurring incident patterns, logging gaps, and operational bottlenecks to drive structural improvements.
- Analyze webshop data anomalies to help determine if issues are caused by data defects, configuration problems, or technical failures.
- Document investigation outcomes, recurring issue patterns, and operating guidelines for incident handling.
- Work closely with Product Owners, developers, QA, and other stakeholders to maintain a reliable webshop experience.
- As a Business Analyst, support product teams by gathering requirements, translating business needs into user stories, and helping to define acceptance criteria for new features.

You have:

- 2–5 years of experience in webshop operations, eCommerce support, incident management, business analysis, or related operational roles.
- Strong technical foundation with experience using webshop platforms (e.g., SFCC) and operational tools such as Jira, Datadog, SQL, and familiarity with incident, RCA,



and service management processes.
- Solid understanding of end-to-end webshop journeys, including account management, checkout, and order flows, enabling efficient issue identification and resolution.
- Customer-focused and hands-on, taking ownership of incidents, driving issues through to resolution, and ensuring minimal business and customer impact.
- Strong analytical and problem-solving skills, capable of identifying root causes, connecting technical issues to business outcomes, and implementing sustainable improvements.
- Effective communicator and collaborative team player, able to work independently while coordinating with technical and business stakeholders across cross-functional teams.

Why vidaXL

vidaXL is a major player in the ever-growing world of e-commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and down-to-earth approach sets us apart. We embrace challenges, take chances, and try current things every day, all with the goal of providing the best possible experience for our customers.

We believe in our people, and we love to invest in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global e-commerce leader.

Join us to growXL!

Want to join us?

We look forward to your application! For more information, contact our Senior Talent Acquisition Specialist : Yerra Praneeth Email: [email protected].

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An assessment will be part of our recruitment process

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

📌 Webshop Incident Handler (India)
🏢 vidaXL
📍 India