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We are looking for an experienced eCommerce Support Team Lead to manage and drive 24/7 support operations for large-scale eCommerce platforms. The role is critical in ensuring high availability, operational excellence, and seamless customer experience across digital channels. The candidate will lead a team, work closely with business, engineering, and external partners, and ensure timely resolution of issues in a fast-paced, SLA-driven, Agile environment.
Job Responsibility:
Lead and manage the eCommerce support function, ensuring 24/7 operational coverage
Ensure high availability (HA) and performance of all eCommerce systems and integrations
Own incident management lifecycle (detection, triage, RCA, resolution, closure)
Drive SLA/KPI adherence for incidents, requests, and problem management
Monitor critical business flows (order creation, payment, fulfillment, delivery integrations)
Manage and track incidents, tasks, and releases using JIRA
Collaborate in an Agile/Scrum environment with Product and Engineering teams
Act as SPOC for third-party partners (last-mile, payment gateways, OMS, etc.)
Review and publish MIS reports and operational dashboards (Power BI)
Identify recurring issues and drive automation & process improvements
Ensure proper documentation (runbooks, SOPs, known error database)
Lead major incident calls and stakeholder communications
Requirements:
Bachelor’s degree in Engineering or related field
5+ years of experience in eCommerce / Retail IT Support / Production Support
Strong communication skills (mandatory)
Strong team management and leadership experience
Experience in high availability, production support environments
Hands-on experience with JIRA / ticketing tools
Experience working in Agile/Scrum environments
Strong analytical and problem-solving skills
Engineering background (Computer Science / IT or related)
Advanced MS Excel / reporting skills
Nice to have:
Knowledge of Python (automation, log analysis, scripting)
Experience with Power BI (dashboarding & reporting)
Exposure to SAP (OMS, inventory, finance integration)
Understanding of APIs, microservices, logs, and cloud-based systems
Familiarity with AI tools for productivity and automation