CommerceOps Lead

General Responsibilities (Individual)

• Own any Major Incidents (including communications) to completion and follow-up actions
• Drive DM Daily Stands Ups
• Drive KanBan checks with CommerceOps Analysts.
• Prioritise and provide direction for any open tickets for both CommerceOps Associate and Analysts
• Owning the timely service reviews with clients, also ensuring the core purpose is to analyze the key metrics, identify trends and issues, and drive continuous improvement in service delivery which benefits the needs of clients effectively.
• Ensuring timely documentation for all incidents by the team
• Ensure high-quality investigations and incident closures - both technically and in any comms
• Proactivity to identify the root cause and any technical enhancements
• Operational - timely escalation of any blockers that cannot be resolved
• Technical - resolve any blockers the team has
• Ownership of tasks to drive them to completion and ensure follow-up actions are completed
• Conduct knowledge-sharing sessions to train team members
  

General Responsibilities (Team)

• Mentor Associates and support them in day-to-day operations when in need. Recommend and coordinate implementation of changes to ITSM services to improve Client metrics
• Complete ownership of the shift during the work hours and accountability of the POD throughout
• Ensure quality & Consistency of delivery
• Leading Handovers to ensure leads in the next shift are aware of all open items
• Engage in Transition sessions and CABs
• Accountability of the CommerceOps operations in the respective shift he/she is in
• Flagging any Analyst or Associate that requires further training or development
  

Technical Responsibilities

• Ensure Technical investigation and solutions are provided with best quality based on ITIL best practices
• Promptly escalates issues to the Managers/PMs/ Tech Architects, responsible for the Platform/Client
• Strictly follow Operational workflow in accordance with the CommerceOps process.
• Technical understanding across platform and on CommerceOps tools
• Work closely with Managers, Specialist & PMs for CSI
  

People Manager Responsibilities

• Line Manage the Associates & Analysts reporting
• Ensure effective People management, coordinate and seek support from CommerceOps Manager to provide guidance when in need
  

Requirements

• Excellent communication skills at both technical and non-technical level, including the ability to communicate with and present to client
• Calmness in pressure-based situations