Job highlights

- 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.

Job Summary

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.

Responsibilities

- 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 recent features.

Requirements

- 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.

Location

Hyderabad

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Webshop Incident Handler (Hyderabad)
🏢 vidaXL
📍 Hyderabad