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Tryzens Global

CommerceOps Lead

Thiruvananthapuram , India
full-time

AI overview

Lead the CommerceOps team by managing major incidents, mentoring junior staff, and driving continuous improvement in service delivery.

You will be part of our dynamic CommerceOps team, serving as the Operational leader of the shift. You will be responsible for leading CommerceOps delivery to stakeholders and removing or escalating any blockers which could impact Service Quality. Provide technical and operational mentorship to Associates, Junior Analysts and Analysts.

General Responsibilities (Individual)

  • Own any Major Incidents (including communications) to completion and follow-up actions
  • Drive DM Daily Stands Ups
  • Drive KanBan checks with CommerceOps Analysts.
  • Prioritise and provide direction for any open tickets for both CommerceOps Associate and Analysts
  • Owning the timely service reviews with clients, also ensuring the core purpose is to analyze the key metrics, identify trends and issues, and drive continuous improvement in service delivery which benefits the needs of clients effectively.
  • Ensuring timely documentation for all incidents by the team
  • Ensure high-quality investigations and incident closures – both technically and in any comms
  • Proactivity to identify the root cause and any technical enhancements
  • Operational – timely escalation of any blockers that cannot be resolved
  • Technical - resolve any blockers the team has
  • Ownership of tasks to drive them to completion and ensure follow-up actions are completed
  • Conduct knowledge-sharing sessions to train team members

General Responsibilities (Team)

  • Mentor Associates and support them in day-to-day operations when in need.
    Recommend and coordinate implementation of changes to ITSM services to improve Client metrics
  • Complete ownership of the shift during the work hours and accountability of the POD throughout.
  • Ensure quality & Consistency of delivery.
  • Leading Handovers to ensure leads in the next shift are aware of all open items
  • Engage in Transition sessions and CABs
  • Accountability of the CommerceOps operations in the respective shift he/she is in.
  • Flagging any Analyst or Associate that requires further training or development

Technical Responsibilities

  • Ensure Technical investigation and solutions are provided with best quality based on ITIL best practices
  • Promptly escalates issues to the Managers/PMs/ Tech Architects, responsible for the Platform/Client.
  • Strictly follow Operational workflow in accordance with the CommerceOps process.
  • Technical understanding across platform and on CommerceOps tools.
  • Work closely with Managers, Specialist & PMs for CSI

People Manager Responsibilities

  • Line Manage the Associates & Analysts reporting.
  • Ensure effective People management, coordinate and seek support from CommerceOps Manager to provide guidance when in need.

Requirements

  • Excellent communication skills at both technical and non-technical level, including the ability to communicate with and present to client.
  • Calmness in pressure-based situations
Tryzens Global

We’re leaders in global branded commerceTryzens Global is a new kind of digital commerce agency. Big enough to matter, but small enough to care.We’re leaders in global branded commerce, helping international brands sell their goods and services to millions of customers, in their new and existing markets.Keeping one eye on the day-to-day performance and another on what might be possible next. Because we believe amazing things are possible in digital commerce when you Look Up.We’re TryzenautsAt Tryzens Global, our team is made up of experienced, passionate, and dedicated team members, all working and building together, no matter their role. We’re looking for bright, proactive, driven, and naturally curious people to join our team.Perks and benefits of being a TryzenautThere are so many facets to running a successful online offering. At Tryzens, we cover the length and breadth of digital commerce to help you succeed, no matter what your goals are, what kind of customer you serve, or what vertical you operate in.Home office setupWe offer every Tryzenaut an allowance to get them set up comfortably to work from home.Work remotelyWe have a hybrid approach and while we love to see your faces, we know that WFH is now the norm.Birthday offHip hip hooray! No one should have to work on their big day, so every Tryzenaut gets their birthday off.Health & wellbeingAcross the globe, we have a range of health and wellbeing services to keep you in tip top shape.CSR daysWe think it’s important to give back, so every Tryzenaut has 2 days per year to volunteer for their chosen cause.Training & developmentDigital commerce moves so fast, so we make sure that every Tryzenaut has access to training and development.

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