Summary of the Job The Incident Management Analyst is a key role in the successful delivery of a high-quality managed service. The role will be responsible for managing incidents throughout their entire lifecycle irrespective of resolver group. This will include proactively examining incident queues to safeguard achievement of contracted service levels, taking remedial action by matrix managing assigned analysts and resolver teams to prevent incidents from breeching KPIs & SLAs. A high level of collaboration and communication, both verbally and written with customers and resolver groups is extremely important function of the role. The Incident Management Analyst will be responsible for ensuring that focus is enhanced, and incident resolution is expediting during times of escalation and high priority, high severity incidents. The Incident Management Analyst will report to the Head of Service Delivery and be part of the Service Delivery Team. Key Responsibilities Responsible for focus is enhanced, and incident resolution is expediting during times of escalation and high priority, high severity incidents, which include Global, Priority 1, PMC contracted third party resolvers, Client Escalations and Aged Tickets. To support the delivery of all contracted services to ensure high levels of performance in ‘real time’ delivered by all resolver groups e.g., partners, client suppliers and all in-house teams. To proactively notify customers of potential issues that may impact service performance providing ‘next steps’ and regularly updating them periodically, appropriate to the priority and severity, on incident status, verbally, via email and importantly in PMC’s ITSM system. To work closely with the Service delivery team and act as a point of escalation for incident delivery performance issues and ensure suitable remedial action is taken to resolve issues. To provide detailed updates to the ITSM system on progress, to log new incidents (as required), to ensure any changes are recorded, etc. To assist with the production of accurate and timely Management Information to demonstrate delivery performance to customer/s and to ensure effective management of performance levels (including partners). They will own the generation of the Monthly Service Review PowerPoint Presentations; they will liaise with the SDM to ensure that all changes in trends or observations are understood and captured assisting with Root Cause Analysis and onward communication to customers via the monthly service reviews. Periodically attend customer meetings e.g., service reviews, escalation, incident progress, via MS Teams, phone etc. supporting the Service Delivery function. Attend the daily, internal, service review ‘Stand-up’ review meetings, responsible for bringing information to the meetings pertaining to status and progress of incidents that require enhanced levels of focus for achievement of contract SLAs e.g., Global, Priority 1, PMC contracted third party resolvers, Client Escalations and Aged Tickets. Identify strategies and opportunities for process and activity improvements, leading to maximization of customer and organizational positive outcomes. Create and update standard operating procedures which will help deliver continual service improvements through greater efficiencies and enhanced accuracy and quality deliverables. Responsible for liaising with internal technical analysts to gain an understanding of technical issues which will assist with being able to articulate to a customer the issue and proposed resolution. Responsible for the creating new and adherence to existing ITSM processes in accordance with PMC service management model based on ITIL best practices. Through adoption of analyzing incident trends formulate plans and manage Change with an aim for Incident Reduction, Estate Stabilization and implementation of best practice strategies. Periodically deputize for Service Delivery Managers during periods of absence. To ensure ‘core information’ for customers is up-to-date and correct in the ITSM system at all times. Responsible for Daily/weekly quality reviews of a defined sample of Incidents to ensure technical staff are following agreed standards and processes, through the use of a scorecard and reporting your findings on a weekly basis to the Head of Service Delivery To participate in providing rotational function support during periods of expected workload peaks, e.g., bank holidays, weekends, customer’s golden quarter etc. and for unscheduled absences for colleagues. Operate during core in-country customer operational hours e.g., UK is 09:00 – 18:00 BST. To complete ad hoc duties and tasks allocated through line management chain from time to time.

Summary of the Job The Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications. PMC’s growth and strategy demands a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from store into head-office. The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs). This role reports to the Head of Service Desk Key Responsibilities Day to day management of IT Staff and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs. Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with seasonable ticket volumes. Responsible for successfully setting up a technical training function within Managed Services to make sure that all of our existing and future team members are trained up to the highest standards to deliver a high-quality service. Develop, implement, and manage Service Desk standards and operating procedures ensuring that PMC maintains high standards and delivers services aligned to customer and accreditation requirements. Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001 Accountable for appraisals being conducted for all team members by your respective team leaders. Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director on a daily, weekly and monthly basis as required. Also making sure that the individual KPIs are communicated further to individuals. Train, coach and mentor your direct reports and other service desk members including the creation of career development plans. Manage staff recruitment, new starter procedures and staff retention. Be part of the steering team to build functionality and administer the Service Desk toolset (ITSM) to ensure it meets the requirement of current and future service lines aligned to ITIL methodology. Identify and manage Service Improvement opportunities. Ensure continual service improvement is embedded in the culture and working practices of the Service Desk. Drive cross pillar Problem management through RCA, plan and implement Change using a best practice approach reducing incident volumes. Contribute to service-related Change Advisory Bureau (CAB) meetings in order to assess and minimize the risk of change prior to implementation and support. Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs. Ensure relevant SLAs are in place, managed, monitored and reported on and communicated to customers directly and/or via the SDM/SDA team. Work with the Head of Service Desk to ensure that the Major Incident Management procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures. Support and assist the SDM team as required to ensure that their engagement with clients is a pleasurable exercise due to excellent service delivery. Periodically attend customer meetings supporting the Service Delivery function Periodically attend site to support and actively drive project and transactional activity. Ensure that your teams comply to ISO standards as they are implemented e.g. ISO 27001, 20000, 9001. Be a component of internal and external incident escalation and drive a high level of focus to restore systems and functionality to an operational status as well as customer satisfaction. Skills & Aptitude Extensive Service Desk Management in a Managed Service environment working to ITIL methodology i.e. a pragmatic approach. Excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise. Excellent interpersonal skills and the ability to work both independently and as part of a team. Excellent written and verbal communication skills Excellent people management skills. Ability to lead and motivate a highly productive Service Desk team in a pressurised environment. Experience transforming immature service desk functions, to maturity (processes & people). Very strong stakeholder management and communication skills.

Key accountabilities Good hands-on experience in manual testing areas; System, Integration, and end to end. Experience in test phases varying from Requirement review, Test case creation through to specific execution, regression, user acceptance. Experience in basic test reporting & defect management Experience in the use of a range of testing tools, e.g. Mantis, Jira, TestLink, etc. Hands on experience in Automation Testing tool Selenium WebDriver Experience or Involved in using Automation Framework (Keyword, data driven or hybrid, Cucumber) Strong in coding/scripting languages e.g. Java, JavaScript or C# Strong Testing process concepts and overall testing lifecycle Able to assess/analyse Requirements and do automation feasibility study. Preparing Test Environment to execute the test cases Experience working in Agile/Scrum environments. Skills and Experience | Essential Good hands-on experience in manual testing areas; System, Integration and end to end. Experience in test phases varying from requirement review, test case creation through to specific execution, regression, user acceptance. Strong Testing process concepts and overall testing lifecycle Experience in test reporting & strong defect management Experience in the use of a range of testing tools, e.g. Mantis, Jira, TestLink, etc. Hands on experience in Automation Testing tool e,g, Selenium WebDriver etc. Experience or Involved in using Automation Framework (Keyword, data driven or hybrid, Cucumber) Develop, maintain, and execute automated test scripts using TestNG, Maven, and Cucumber BDD. Experience in creating automated test scripts using coding/scripting languages e.g. Java, JavaScript or C# Able to access/ analyse Requirements and do automation feasibility study. Preparing Test Environment to execute the test cases. Executing automated test cases and report results to team/stakeholders. Skills and Experience | Desirable Understanding of the retail sector and retail systems. Good Project coordination and delivery skills, with excellent attention to detail Able to conduct automation proof of concept, estimations etc. Good knowledge of JavaScript as well as other automation tools e.g., Protractor/WebdriverIO, Ranorex etc. ISEB/ISTQB qualified to foundation level (or equivalent testing qualification). Personal attributes Very good verbal & written communication Able to share ideas with the team and self-confident Go-getter and solution-oriented personality

Summary of the Position We are looking for a visionary and results-driven Practice Lead – Shopify to build, scale, and lead our Shopify practice. This role requires a deep understanding of the Shopify ecosystem (including Shopify Plus), eCommerce strategy, technical architecture, solution delivery, and team leadership. The ideal candidate will drive pre-sales efforts, lead solution design, oversee project delivery, and grow a high-performing Shopify team while acting as a trusted technology implementation advisor to our retail and D2C clients. Key Accountabilities Practice Development & Strategy – Define and execute the strategic roadmap for the Shopify practice including capabilities, offerings, and reusable assets – Stay updated with Shopify ecosystem updates, integrations, and partner networks to build competitive advantages – Build reusable solution concepts, development standards, and architectural templates Client Engagement & Pre-sales – Support business development teams in client conversations, RFP responses, and solution demos – Own technical proposal creation, effort estimation, and architecture design for new engagements – Act as a trusted advisor to clients on Shopify strategy, platform adoption, and roadmap planning Solution Architecture & Technical Oversight – Define scalable and secure Shopify architecture across custom themes, headless setups, and app integrations – Guide integrations with third-party systems like PIM, ERP, CRM, OMS, or middleware (REST/GraphQL) Delivery Governance – Provide delivery oversight across Shopify projects ensuring on-time, quality outcomes – Drive adherence to SDLC processes, Shopify coding standards, and deployment best practices – Support issue resolution, risk management, and escalation handling during project lifecycle Team Leadership & Capability Building – Lead a team of Shopify developers, designers, and solution consultants – Mentor and grow talent by identifying skill gaps and enabling upskilling plans – Drive internal knowledge-sharing, certifications, and contribution to thought leadership Technical Oversight – Provide high-level guidance on solution architecture, ensuring alignment with enterprise standards and best practices – Review technical designs to ensure scalability, security, and performance – Drive adoption of modern engineering practices including DevOps, CI/CD, cloud-native development, and microservices architecture Process & Quality Management – Establish and enforce SDLC processes aligned with Agile/Scrum or Waterfall methodologies – Ensure code quality, testing coverage, and deployment practices meet standards – Implement QA processes to reduce technical debt and ensure high product reliability Skills and Experience Experience: 10+ years in eCommerce solution delivery, with at least 4–5 years in Shopify and 2+ years in a leadership role • Shopify Expertise: Deep experience with Shopify Plus, Liquid development, APIs, and App Store integrations • Architecture: Experience building headless commerce setups using Shopify + Hydrogen/Next.js or custom frontends • Integrations: Strong knowledge of Shopify integration with ERP, PIM, CRM, payment gateways, shipping, and analytics tools • Team Management: Proven leadership of cross-functional technical teams delivering eCommerce at scale • Client-Facing Role: Experience interacting with enterprise clients, stakeholders, and third-party vendors • Project Management: Familiarity with Agile/Scrum and tools like JIRA, Asana, or Trello • DevOps: Understanding of CI/CD, Git, deployment tools, and QA automation frameworks Certifications (Desirable) AWS/GCP eCommerce Solution Architect Certifications • Certified Scrum Master (CSM) or SAFe Agilist Personal Attributes Passionate about eCommerce innovation • Strong leadership presence and influence at multiple levels • Excellent written and verbal communication skills • Highly collaborative across business, design, and engineering teams • Organized with strong problem-solving abilities • Customer-focused and solution-oriented mindset • Adaptable to changing business and technology landscapes