Ecommerce Web Support Analyst Level II

3 weeks ago

Issaquah, United States TEKsystems Full time

W2 candidates only. This is a contract-to-perm. Must have previous e-commerce website support experience.

Description:

Our client is looking to build an experienced and reliable team of analysts to support its International eCommerce solution. This team will require a sound understanding of Incident Management practices and ability to deliver against the established SLAs on the response and resolution of tickets along with the ability to strategically improve and build upon the established practices.

Individuals must possess a passion for troubleshooting anomalies identified within the solution landscape and vetting out the root cause, take ownership to continuously improve existing processes and practices, possess a hunger to grow and learn through daily activities along with reaching beyond their comfort zone to build knowledge and experience. All while creating a team that is effectively and collaboratively engaged.

These individuals must have strong communication skills demonstrating their ability to collaborate with Business Stakeholders, Engineers, Solution Architects, Release Managers and various levels of Management. They must be proficient in time management, demonstrate a strong sense of urgency along with an ability to work under pressure while still delivering on schedule. Must have the flexibility and be able to work effectively on multiple Support tickets at one time-prioritizing their daily work to meet the needs of the Production Support engagements.

Responsibilities:

•Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets

•Proactively monitors 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 Critsit/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.

Skills:

monitoring tools, E-commerce, troubleshooting, support, technical support

Top Skills Details:

Monitoring tools, E-commerce

Additional Skills & Qualifications:

Additional Skills:

● Experience supporting mobile solutions.

●Must possess the following

○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.

Experience Level:

Expert Level

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. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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