Associate CommerceOps Analyst

Role & responsibilities

• Recognising incidents through our monitoring and raising them with the Incident team.
• Day to day responsibility of owning issues alerted to us through our monitoring tools.
• Replication the incidents raised from the monitoring tools and working with Incident management team to get them resolved.
• Tracking and documented recurring incidents alerted from the monitoring and making sure they are raised and resolved.
• Work together with the Incident management team and escalate all major issues appropriately.
• Helping and collaborating effectively with internal and external colleagues to resolve incidents.
• Recognize and highlight any risks that threaten agreed SLAs, executing relevant mitigation plans for anything approaching an SLA breach.
• Provide daily report to clients after checking the daily performance of the website.
• Maintaining the monitoring tools/thresholds set with respect to the trading period for each client and also optimizing the monitoring thresholds.
• Addition of new monitoring that is being passed to the team.
• The Junior CommerceOps Analyst team will need to be working in shift according to UK and ANZ times.

Preferred candidate profile

• 2-4 years minimum of relevant experience in Support Analyst, 1st line support role.

• Experience of working in an ITIL environment preferred.

• Technical background within Managed Services and IT industry preferable

• Ability to work independently and as part of team in a matrix organization.

• Experience working in a fast-paced and dynamic environment in a growing company.