Associate CommerceOps Analyst

Tryzens Limited is a fast-growing IT solutions consultancy head with headquarters based in London and a proven development center in Trivandrum, India, a nearshore office in Sofia, Bulgaria and in Melbourne, Australia. Our areas of expertise include delivery of digital solutions (eCommerce solutions and Non-commerce), multi-channel retail solutions, and project management amongst others. We provide best-of-breed solutions and services to several blue-chip clients primarily within retail, financial services, and other industries. We have built our delivery focused reputation upon technical innovation, in-depth business knowledge, and creative vision, all of which supports our objective of helping clients to gain true value from digital solutions. We have a platform-neutral independent approach working with the world’s leading technology partners (Salesforce, SAP Commerce, Magento, BigCommerce, CommerceTools and Middleware. Tryzens has been awarded Salesforce Commerce Cloud’s EMEA delivery partner of 2017!

Tryzens has committed to delivering to clients IT Operations in a managed service, based on ITIL and ITSMF principles. We are currently looking for Associate CommerceOps Analyst to join our team in Trivandrum.

The Associate CommerceOps Analyst is responsible for supporting the IT Operation delivery of our client's IT Service within the agreed SLA’s for each client. The Associate CommerceOps Analyst plays a vital role acting as the first point of contact for the client and ensures the coordination of the way Tryzens support teams deliver the managed service. As well as acting as the first point of contact for our clients, the CommerceOps Analyst will be responsible for working with our monitoring solutions to identify incidents being experienced by clients and resolving them.

KEY 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.

Requirements:
Experience & Skills Required

• 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.

Desirable:

A passion for retail e-commerce

Personal Qualities:

Good 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.