E-commerce Support Team Leader

➰ URGENT OPENING....! ➰ 📢 We are hiring an 𝐄-𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐓𝐞𝐚𝐦 𝐋𝐞𝐚𝐝𝐞𝐫 for the local operations of a well reputed UK-based company. 📢 ✴️ The Support Team Leader is responsible for directing a team of Technical Support Analysts in the delivery of 24/7 support, ensuring the operational estability and availability of the organisation'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.𝐂𝐫𝐢𝐭𝐞𝐫𝐢𝐚 𝐄𝐬𝐬𝐞𝐧𝐭𝐢𝐚𝐥 𝐂𝐫𝐢𝐭𝐞𝐫𝐢𝐚● Experience in leading technical support teams ● Thorough understanding of incident, change and problem management ● Demonstrated ability to manage team workloads, prioritise 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.𝐃𝐞𝐬𝐢𝐫𝐚𝐛𝐥𝐞 𝐂𝐫𝐢𝐭𝐞𝐫𝐢𝐚 ● Experience working in a large or multinational organization. ● Experience with ServiceNow (ITOM or ITSM) or other enterprise IT service management tools 𝐑𝐞𝐚𝐝𝐲 𝐭𝐨 𝐥𝐞𝐚𝐩 𝐢𝐧𝐭𝐨 𝐲𝐨𝐮𝐫 𝐧𝐞𝐰 𝐜𝐚𝐫𝐞𝐞𝐫? 𝐒𝐞𝐧𝐝 𝐲𝐨𝐮𝐫 𝐂𝐕 𝐭𝐨 📩 📩 𝐫𝐚𝐬𝐚𝐧𝐚𝐭𝐡@𝐞𝐧𝐯𝐨𝐲𝐨𝐫𝐭𝐮𝐬.𝐜𝐨𝐦