E-commerce Support Team Leader

Job Description

The Support Team Leader is responsible for directing a team of Technical Support Analysts in the delivery of 24/7 support, ensuring the operational stability and availability of the organization's ecommerce platforms. This role places a strong emphasis on people management, encompassing the full employee lifecycle from recruitment and onboarding to performance management and career development, with the objective of fostering a high-performing team. The leader serves as a key escalation point for business stakeholders, holding full accountability for service consistency, SLA compliance, and the implementation of process improvements. Operating within a matrix structure, the role reports to both Sri Lanka Operations and UK Support Managers and is responsible for providing regular reporting on team productivity, development, and welfare.

Responsibilities:

• Lead, coach, and mentor a team of Technical and Senior Technical Support Analysts Manage the teams’ workload, ensuring all suitable coverage of the support teams task and responsibilities.
• Foster a collaborative team environment, promoting a high performance culture.
• Identify team training requirements and assist with skills gap analysis and development plans.
• Conduct performance reviews and provide ongoing feedback to team members.
• Monitor and report on team productivity ensuring they are achieving maximum value.
• Oversee your teams’ workload, ensuring that they’re able to deliver on commitments.
• Monitor and ensure the stability of our ecommerce websites.
• Assist the team in investigating issues impacting our websites and apps, escalating and communicating using agreed business processes, in a timely manner.
• Acting as an escalation point for business stakeholders providing concise, accurate and timely feedback on incidents and current operating states.
• Ability to convey technical issues to a non technical audience.
• Communicate business objectives in an inspiring and motivational manner to drive engagement within your team.
• Collaborate effectively with all stakeholders, including SL and UK-based management team members, Sri Lanka based teams and other operational and support services team members.
• Build and sustain good relationships between the UK and the Sri Lanka teams.
• Work in a collaborative manner in a large-scale, fast-paced environment within a multifunctional technical team.
• Work closely with other IT teams to resolve cross-system issues and contribute to system-wide improvements.
• Be involved in open discussion, communicate ideas, and promote inclusion and diversity.
• Mentor junior team members based on Company values and practices, providing guidance and advice on career progression and skills building.
• Proactively improve your teams and your own skills, taking on new technical skills as appropriate.
• Contributing to the overall goals for the Ecommerce domain in various projects, spaces, and groups.
• Provide timely updates, effective escalation, and maintain a high degree of accountability.
• Collaborate effectively with team members, managers, and other teams.
• Generate reporting on the teams key performance indicators and present results in relevant meetings.
• Act as a representative of Ecommerce Online shopping leadership in various cross domain meetings.

Requirements:

• Experience in leading technical support teams.
• Thorough understanding of incident, change and problem management.
• Demonstrated ability to manage team workloads, prioritize tasks, and measure key performance indicators.
• Knowledge of Service Management frameworks such as ITIL.
• Proficient with the use of IT Service Management tools.
• Familiarity with website architecture (on premise services, cloud components, 3rd parties, mobile app integration and databases. Proficient with browser developer tools for debugging.
• Familiarity with observability tools such as Dynatrace.
• Experience with performance management techniques alongside coaching, mentoring, and development of team members.
• Excellent communication, collaboration, and problem-solving skills.
• Ability to work efficiently and accurately under pressure in a fast-paced environment.

Preferred:

• Experience working in a large or multinational organization.
• Experience with ServiceNow (ITOM or ITSM) or other enterprise IT service management tools.
• Familiarity with observability tools such as Dynatrace.
• Experience in an ecommerce technical environment.

Interested candidates can apply online or email your CV to [email protected]