Ecommerce Web Support Analyst Level II

4 days ago

Issaquah, Washington, United States TEKsystems Full time
About the Role

We are seeking a highly skilled Ecommerce Web Support Analyst Level II to join our team at TEKsystems. As a key member of our support team, you will be responsible for providing top-notch support to our clients and ensuring the smooth operation of our ecommerce solutions.

Key Responsibilities
  • Provide 1st Level support to Production issues logged via Jira tickets for Ecommerce International Markets
  • Proactively monitor Ecommerce Websites using tools to ensure they are up and operational (24X7X365)
  • Set up automated monitors/alerts for P1/P2 tickets/issues
  • Triage tickets and suspected issues using resources available (tools and audit logs) and update tickets accordingly
  • Execution should always be in support of the SLA's agreed to with the business
  • Respond ASAP to P1 Critical/Site Down issues executing on critical steps for resolution (ie. open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.)
  • Continuously improve problem management processes (ie. Root Cause Analysis documentation, email & SMS notification processes, accurate distribution lists, etc.) and share with all market teams
  • Create processes / checklists / automation that provide ongoing system health checks with a target of keeping the systems up and functioning 24X7X365
  • Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis
  • Create and maintain a Knowledge Base for teams ongoing reference and use
  • Monitors, triages and escalates Production issues as appropriate to Level 3 & Level 4 Support & Engineering teams
  • Keep Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis
  • Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
  • Coordinate quarterly audit reviews (ie. VPN users, etc.)
  • Facilitate and coordinate change approvals for production releases as required
  • Share weekly reports and monthly dashboards on production tickets
  • Leads and participates in weekly team meetings
Requirements
  • Excellent verbal and written communications skills and the ability to communicate with all levels of the organization from senior management to staff level teams
  • Extreme Responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency
  • Superior Work Ethic with a positive, can do attitude
  • Excellent customer service skills and superior telephone etiquette
  • Demonstrated attention to detail and excellent time management
  • Superior collaboration skills
  • Flexibility with the ability to change priorities quickly, focus on new ones without distraction
  • Ability to deal with conflict and work under pressure to meet deliverable commitments
  • Technical aptitude and a passion for learning about new emerging technologies
  • Must be able to adjust work hours to accommodate global teams
  • 24 x 7x 365 operations - evening, weekend and holiday work will be required
About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership.

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