This position is responsible for leading Platform support for one or more ecommerce platforms. An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.

Essential Functions
An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Ownership of operations and platform support for ecommerce systems per support processes; timely resolution of critical or high priority issues; removing barriers to delivering exceptional customer service and support; developing and upgrading work assignments and processes to accomplish goals across functions, organizations, and geographies; and building commitment and support for initiatives using logical, convincing justifications, including lessons learned.

Manages expectations and relationship with all the required stakeholders of eCommerce Platforms and ensures accurate and timely communication on all support incidents;
Monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Guides support resources for ensuring timely resolution of incidents; ensures support coverage during committed support hours and on-call hours; advising teams to ensure quality execution; making teams accountable for delivery; identifying processes for managing work assigned to geographically dispersed teams; reviewing support tasks quality levels, and managing risk; and communicating progress or escalating issues to leadership and management.

Drives Incident management & Problem management for Platform issues; optimizes and identifies opportunities for improved support processes by applying delivery standards; monitoring systems, performing root cause analysis, and publishing results; and creating opportunities for communication to improve processes, reduce inefficiencies.

Focuses on customer service and partnership development by building strong partnerships with peers within and across the organization; understanding customer needs to align team delivery to customer expectations; coaching and promoting a customer service oriented view of support services; and influencing teams and peers to build relationships for strengthened business partnership and customer service.

Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Demonstrates up-to-date expertise in support processes and technical skills and applies them to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.

Functional Competencies:

• Strong knowledge of support processes, worked on 24 X 7 support for mission critical high transaction business applications (preferably eCommerce)
• Understanding of high availability Web platform requirements
• Strong Technical knowledge of Jboss / Websphere Application Server, Apache Web Server, Integration Technologies like TIBCO / IBM MQ Series.
• Strong Technical knowledge in Shell scripting on Sun Solaris / AIX platforms, Perl - CGI Scripting, Python
• Knowledge and experience of ATG ecommerce suite (desirable)
• Strong knowledge on conceiving and designing tools for improving repeatable tasks
• Strong technical knowledge of Web technologies and ability to apply those skills to business impacting problems for immediate and long term resolutions
• Strong problem-solving, analytical and troubleshooting abilities
• Good knowledge and understanding of ITIL framework and related processes (incident management, problem management, change management, release management, continuous service improvement)

Qualification & Experience:

• B.S. or M.S in Computer Science or equivalent
• 6-9 yrs of experience in IT industry with 2-3 yrs of supporting high transaction business applications (preferably eCommerce)
• Working in global teams with follow the sun model

Customer/Member Centered: Meet Internal and External Customer/Member Needs - Identifies the requirements, expectations, and needs of customers/members. Supports and aligns with initiatives, goals, and actions focused on improving customer/member service. Addresses the
concerns and issues of internal and external customers/members. Uses customer/member data, analyses, and insights to improve customer/member-related decisions.

Judgment: Demonstrate Professional Judgment - Researches and integrates relevant information and data, and uses expertise to make recommendations or decisions. Identifies and applies sound, fact-based criteria in setting priorities and making decisions. Uses business measures and analyses to identify improvement opportunities. Probes and looks beyond symptoms to determine the root causes of problems and identify possible solutions.

Execution and Results: Focus on Execution and Results - Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance. Effectively uses existing processes and tools to achieve performance objectives. Uses and explains major process steps to manage time, resources, and challenges to meet goals.

Planning and Improvement: Plan for and Improve Performance - Develops and implements plans, practices, and processes to better achieve organizational goals. Develops contingency plans to manage or eliminate potential problems. Identifies and recommends ways to continually improve and streamline processes and practices.

Influence and Communicate: Build Influence - Develops and presents logical, convincing reasons in support of one's perspectives and initiatives. Proactively shares relevant information and timely updates with appropriate people. Listens attentively and asks questions to ensure understanding. Researches information for and prepares documents and presentations that effectively convey relevant information in a timely manner.

Ethics and Compliance: Model Ethics and Compliance - Complies with policies and procedures. Demonstrates ethical performance. Supports efforts to enforce compliance with policies and procedures.

Adaptability: Adapt Professionally - Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and shifting priorities. Updates and shares knowledge and skills to keep current in one's area of expertise. Embraces change and supports its implementation.

Build Relationships: Form Relationships - Builds trusting, collaborative relationships and alliances across functional and organizational boundaries. Relates to others in an accepting and respectful manner, regardless of their organizational level, personality, or background. Collaborates with people from diverse backgrounds, experiences, and functional areas to discover new perspectives.

Physical Activities
The following physical activities are necessary to perform one or more essential functions of this position.

Observes associate, customer, or supplier behavior.
Enters and locates information on computer.
Presents information to small or large groups and individuals.
Communicates effectively in person or by using telecommunications equipment.
Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or computer.
Grasps, turns, and manipulates objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
Visually verifies information, often in small print.
Reads information, often in small print.

Work Enviornment
Working in the following environment is necessary to perform one or more of the essential functions of this position.

Works outside regular business hours if required to facilitate work through global team.
Travels internationally /domestic to and from multiple facilities or work-sites requiring extended overnight stays.

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