IT eComm Support Analyst

Company: Apex Systems
Location: Pittsburgh
Posted on: November 20, 2020

Job Description:

The e-Commerce Operations Lead Analyst will manage and facilitate the 24x7 day-to-day functions for all e-Commerce related functional services. This includes but is not limited to monitoring, analyzing, reporting, and resolving technical issues that impact the availability and performance of all e-Commerce systems. This role represents all level 1 2 support teams and will partner with various business associates as well as IT engineering and application teams to perform rapid restoration of critical services and subsequent follow up on root cause analysis, recurring issues, and performance trending. The lead analyst will also play an important role with pre and post project management and will translate the objectives and impact of those efforts back to the support teams. Other responsibilities include managing the daily batch schedule, vendor data feeds, operational improvements, and analyst training and onboarding. Job Duties Responsibilities of Time Oversee proper functionality and provide support for current and future e-Commerce systems including database management systems, payment processing, front-end web store functionality (application and web servers), middleware services, back-end application performance and integration, site content, web defects, customer experiences, order managementfulfillment, and networktelecommunication systems. Coordinate and manage overall site performance and operations related to data feeds, site performance, user experience, content validation, third-party integrations, and data security. 10 Manage the analysis, diagnosis, and resolution of critical incidents to minimize downtime and restore service as quickly as possible. Liaise with internal and external engineering, application, and vendor support teams to investigate and resolve highly complex technical issues. Supervise the other analysts to ensure proper incident management and escalation processes are being followed. 10 Responsible for interfacing with internalexternal customers on operational issues by dispatching on-call engineers, facilitating communication between vendors and other resources, and documenting all information according to incident management guidelines. Determine business impact, initial priority, scope, communication plan, and resources required to resolve all customer-impacting issues. 10 Assist in the coordination and planning of maintenance activities, change control task assignments, and event impact assessment for all scheduled maintenance windows. Identify and eliminate potential false alerts from monitoring applications. Automate manual business and support tasks to reduce workload and create proficiencies as part of the continuous improvement process. 10 Produce post-mortem incident analysis reports and communicate root cause as part of the PIR (Post Incident Review) process. Partner with internal and external teams in problemchange management to determine root cause of significant incidents and drive to resolution. Demonstrate creative ideas on how to improve end-user satisfaction. 10 Responsible for the transition of information and documentation for any new services, technologies, or processes. Develop, implement and maintain support documentation regarding operations, functionality, framework, policies and procedures. Provide ad-hoc reports, dashboards, and KPI's with actionable recommendations based on data-driven analysis and continuous optimization. 10 Ensure continued service reliability of eCommerce web systems by Reducingeliminating risks through use of Automation Analysis of performance datasets and key metrics Development of faster error detection mechanisms Improving service MTTDR (Mean Time to DetectionRestoration) Analysis of historical trends using log data, application and infrastructure performance metrics, and user experience information to develop solutions that increase overall availability and customer satisfactionretention 15 Daily duties and responsibilities include Identify, troubleshoot and triage high-severity incidents relating to applicationinfrastructure services, performance, and availability. Support the software lifecycle process (inception, design, deployment, and refinement). Develop end-to-end monitoring and alerting solutions for all production applications (performance, latency, volume, etc) Apply knowledge of databases systems to assist in issue detection and performance degradation. This includes executing and updating SQL queries for Redis, Oracle, SQL, PostgreSQL and DB2 environments). Use existing available data to understand d availability, reliability, and sustainability of our software and support services. Participate in building advanced tooling for testing, monitoring, administration, and operations of multiple clusters across a variety of environments. Development of graphical KPI's and ad-hoc reports based on Google Analytics, PowerBI, application log data, end-user trend data, and other captured metrics with actionable recommendations based on data-driven analysis and continuous optimization. Produce post-mortem incident analysis reports for all high-severity, customer-impacting issues. Develop, implement, and maintain support reference material regarding operations, functionality, framework, policies, and procedures. 15 Business Operations Services and Support Activities Planned Activities Timed Product Launches Hot Market support Supporting any business events like major taxonomy changes, campaigns, cyber-days, etc Building a preview environment to enable business previews prior to peak day events Intra Day Changes Adding instant VPA (Product Hide) Price Change Promotion Update Product Hide Content Changes Listen Report Going through customer feedback and identify pain-points and improvement opportunities Ad-Hoc activities Requests Data Extract Cache Clear Business Validations Volume analysis on Major data changes to products attributes in the source systems Issue Triaging Product Issues Collection RBSC issues Promotion issues Marketing Issues Management Center issues Inventory Issues Others Commerce issues Business Support Business Communication during events or for any impact analysis Proactive early identification of issues with the help of automated reports or issue occurrence Asserting any business customer impacting changes as part of "Dev Support sync-up meetings" before every code release. Operational Improvements Identifying ways for Process improvements (ex IDCs) EComm Business Operations Peak Planning Holiday Readiness Identifying frequently occurring issues and to fix the same by creating LTWO Dev PDS tickets and value to get them prioritized 10 TOTAL 100 EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. 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Keywords: Apex Systems, Pittsburgh , IT eComm Support Analyst, Other , Pittsburgh, Pennsylvania