The candidate will function as a senior individual contributor within the eCommerce support organization, with strong expectations of leadership, ownership, and influence across teams. This role requires driving excellence, mentoring peers, and acting as a bridge between operations, customers, and cross-functional teams including Sales, COPC, CMG, and IT.

Key Responsibilities

- Acknowledge, log, and manage support requests in the ticketing system, ensuring accurate and timely updates.
- Exhibit strong triaging, troubleshooting, and problem-solving skills to drive effective resolution.
- Lead daily sprint/stand-up calls to track progress, align on priorities, and ensure timely closure of issues.
- Act as a point of escalation for complex issues; coordinate with IT (L2/L3) and drive escalations where required.
- Ensure seamless handover of issues within the team and maintain clear communication across stakeholders.
- Communicate with customers in a professional, timely, and transparent manner, providing clarity on issues, resolutions, and next steps.
- Lead customer connect sessions to capture feedback, understand pain points, and drive closure of engagement gaps.
- Identify recurring issues, link them to problem records, and contribute to root cause analysis.
- Build, maintain, and leverage a knowledge base from use cases to improve resolution efficiency.
- Provide guidance, training, and knowledge sharing within the team to address capability gaps.
- Participate in reviews, share insights, and highlight risks, inconsistencies, and improvement opportunities.
- Stay updated on new features and changes in the eCommerce platform to ensure proactive support readiness.
- Drive process improvements and operational efficiencies across support workflows.





Business Analysis & Project Contribution
- Analyse and evaluate business/user problems, supporting definition of requirements and solutioning.
- Contribute to process and system improvements, including implementation of enhancements via product teams.
- Support small to mid-sized initiatives/projects with explicit ownership and execution.

Additional Requirements
- Experience with SalesForce, SAP, AEM, PIM systems, and ticketing tools (e.g., Jira).
- Strong analytical, communication, and stakeholder management skills.
- Ability to influence, guide peers, and drive outcomes without formal authority.

Qualifications Bachelor s degree in business administration, Commerce, IT, Computer Science, or a related field.

A master s degree (MBA or equivalent) is a plus but not mandatory.

9+ years of experience in eCommerce support, operations, or customer-facing roles.

Proven experience in ticketing systems such as Jira.

Experience handling cross-functional collaboration across IT, Sales, and business teams.

Prior exposure to customer connect programs or customer experience initiatives is preferred.

Experience in triaging, root cause analysis, and process improvement in a support or operations environment.

Additional Details

This job has a full time weekly schedule.Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location.

Pay and benefit information by country are available at: https: / / careers.agilent.com / locations Travel Required: No Shift: Day Duration: No End Date Job Function: Marketing

📌 eCommerce Support Lead (Manesar)
🏢 Agilent Technologies
📍 Manesar