eStore Service Manager

Job highlights

• Key accountability: . Main point of contact for support service. Act as senior consultant for Regional ITC by providing technical advice and consultation on eStore platform. Clarify each regions requirement for eStore maintenance or enhancement. Co-ordinated with maintenance team regarding requirements from Subs(e.g

Key accountability:

Main point of contact for support service

Act as senior consultant for Regional ITC by providing technical advice and consultation on eStore platform

Clarify each regions requirement for eStore maintenance or enhancement

Co-ordinated with maintenance team regarding requirements from Subs(e.g. predefined solutions, guidelines, bug-fix and any source code modification within 5 MD)

Serve as a liaison and primary point of contact between Subs/Regional ITC and maintenance team to evaluate, prioritize and manage all the requests escalated

Perform resource allocation and workload assignment according to delivery requirement

Develop work plan for deliverables

Ensure that deliverables are achieved beyond client expectation

Report delivery status to client and develop delivery documentations

Provide support to respective countries during different time zones

Develop own professional learning of SAP Hybris products/technologies and solutions, Should be self-motivated to keep himself/herself updated on latest SAP Hybris product/ technologies and Solutions

Improve consulting skills, application and implementation expertise in the product and industry

Supervise team members to determine how well they function in their jobs on a day-to-day basis

Provide coaching & development

Experience:

Experience in working with users to define their business requirements

10+years of experience in managing Operations, out of which 7+ years of experience preferably around e-Commerce technologies such as SAP Hybris

Should have B2B/ B2C domain experience

Knowledge of defined Service Level Agreements (SLAs)

Strong organizational skills, Proven record of making operations efficient and in-depth knowledge of Industry best practices