AddressTryzens has committed to delivering to clients IT Operations in a managed service, based on ITIL and ITSMF principles. Tryzens operate retail e-commerce platforms across 3 platforms (Hybris, Salesforce commerce cloud, Magento). We are currently looking for Live Operations Lead to join our Live Services team.
The Live Operations Lead is responsible for supporting the IT Operation delivery of our clients IT Service within the agreed SLA’s for each client. The Live Operations Lead will be the operational leader of the shift. Responsible for leading LiveOps delivery to stakeholders and removing or escalating any blockers which could impact Service Quality. Provide technical and operational mentorship to Junior Analysts and Analysts
Requirements
- Collaborate effectively with internal and external colleagues to resolve incidents that the LiveServices team is unable to resolve themselves.
- Uncover and recognize any risks that threaten agreed-on SLAs, executing relevant mitigation plans for anything approaching an SLA breach.
- Provide reporting to be used in service reviews with clients and internally.
- Attend Service Reviews with clients to discuss previous SLA performance and understand future plans.
- Review reporting that you produce to identify successes and improvements for the IT Operation.
- Recommend and coordinate the implementation of changes to ITSM services to improve client metrics
- Own any Major Incidents (inc. comms) to completion and follow up actions
- Lead DM Daily Stands Ups
- Lead KanBan checks with LiveOps Analysts
- Prioritize and provide direction for any open tickets for both Associate Live Operations Analyst and Live Operations Analyst.
- Provide analysis for MSR decks
- Leading handovers to ensure leads in the next shift are aware of all open items
- Attend Transition sessions and CABs
- Conduct reverse KT sessions on transitions and resolution steps for incidents
- Ensuring timely documentation for all incidents by the team
- Ensure high-quality investigations and incident closures – both technically and in any comms
- Flagging any Analyst or Associate Analyst that requires further training or development
- The Live Operations Lead will need to be working in shifts according to the UK and ANZ times.
Experience and skills required
- 6-9 years minimum of relevant experience in Support Analyst, 1st line support role.
- Experience of working in an ITIL environment
- Technical background within Managed Services and IT industry preferable
- Ability to work independently and as part of the team in a matrix organization
- Experience working in a fast-paced and dynamic environment in a growing company
- Knowledge working in a support role for any of our platforms (Salesforce commerce cloud, Hybris, Magento) is highly preferable.
Desirable:
A passion for retail e-commerce
Personal Qualities:
- Excellent English language skills (both verbal and written)
- Good team player
- Highly motivated self-starter and good relationship builder
- Pro-active with a desire to succeed in delivering an industry-beating IT Operation
- Must be able to work proactively and in pressure situations.
Benefits
- Extremely competitive remuneration package
- Technical training and certification
- Flexible working hours
- Food and gift vouchers
- Work in a team of bright, friendly and cooperative people
- Health insurance and Term insurance
- Great work-life balance and 35 days annual leave
- Interest free salary loans
- Fresh fruit and snacks in the office
- Regular team events
- A positive and fun environment
