Product Support Manager - eCommerce

Product Support Manager

As a Production Support Manager you will predominantly be involved in supporting multiple high visibility web sites and applications including administrative platforms and reporting systems.

- Ensure systems stay running in a stable state and are meeting SLA requirements.

- Review new issue items (problems, incidents) assigned to development group and ensure that sufficient information is available with each ticket to proceed with analysis and resolution

- Define, implement improvements and meet SLAs

- Prioritize issues raised and resolve it accordingly.

- Lead productivity improvement programs and preventive maintenance initiatives related to the Production Support team

- Lead Production Support team members through the analysis, root cause and remediation of tickets

- Interact with infrastructure, release management, change management, QA, DBA and application teams.

- Ensure all work effort is documented in Service Desk and remains current through closure

- Facilitate weekly/monthly presentations with Management to explain the health (reliability, availability) of the application

- Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects

Required Qualifications :

- 3+ years of relevant experience with leading teams and managing the workload for a team

- 3+ years of Relevant experience leading resolution of issues across multiple applications

- 2+ years of Relevant experience providing production support for a high priority application

- Must be able to be available for emergency on call 24x7

- Experience working with Third party vendors

- Minimum Bachelor's Degree

Preferred Qualifications (Not Mandatory) :

- Previous eCommerce industry experience

- Experience on SAP Hybris