Job Title

Tryzens Limited is a fastgrowing IT solutions consultancy head with headquarters based in London and a proven development centre in Trivandrum, India, a nearshore office in Sofia, Bulgaria and in Melbourne, Australia. Our areas of expertise include delivery of digital solutions (eCommerce solutions and Noncommerce), multichannel retail solutions, and project management amongst others. We provide bestofbreed solutions and services to several bluechip clients primarily within retail, financial services, and other industries. We have built our deliveryfocused reputation upon technical innovation, indepth business knowledge, and creative vision, all of which supports our objective of helping clients to gain true value from digital solutions. We have a platformneutral independent approach working with the world''s leading technology partners (Salesforce, SAP Commerce, Magento, BigCommerce, CommerceTools and Middleware). Tryzens has been awarded Salesforce Commerce Cloud''s EMEA delivery partner of 2017!Tryzens has committed to delivering to clients IT Operations in a managed service, based on ITIL and ITSMF principles. We are currently looking for junior Live Operations Analysts to join our team in Trivandrum.The CommerceOps Analyst is responsible for supporting the IT Operation delivery of our client''s IT Service within the agreed SLA''s for each client. The CommerceOps Analyst plays a vital role acting as the first point of contact for the client and ensures the coordination of the way Tryzens support teams deliver the managed service. As well as acting as the first point of contact for our clients, the CommerceOps Analyst will be responsible for working with our monitoring solutions to identify incidents being experienced by clients and resolving them.KEY RESPONSIBILITIESRecognising incidents through our monitoring and raising them with the Incident team.Day to day responsibility of owning issues alerted to us through our monitoring tools.Replication the incidents raised from the monitoring tools and working with Incident management team to get them resolved.Tracking and documenting recurring incidents alerted from the monitoring and making sure they are raised and resolved.Work together with the Incident management team and escalate all major issues appropriately.Helping and collaborating effectively with internal and external colleagues to resolve incidents.Recognise and highlight any risks that threaten agreed SLAs, executing relevant mitigation plans for anything approaching an SLA breach.Provide daily report to clients after checking the daily performance of the website.Maintaining the monitoring tools/thresholds set with respect to the trading period for each client and also optimising the monitoring thresholds.Addition of new monitoring that is being passed to the team.The Associate CommerceOps Analyst team will need to be working in shift according to UK and ANZ times.EXPERIENCE & SKILLS REQUIRED24 years minimum of relevant experience in Support Analyst, 1st line support role.Experience of working in an ITIL environment preferred.Technical background within Managed Services and IT industry preferable.Ability to work independently and as part of team in a matrix organisation.Experience working in a fastpaced and dynamic environment in a growing company.DESIRABLEA passion for retail ecommercePERSONAL QUALITIESGood English language skills (both verbal and written)Good team playerHighly motivated selfstarter and good relationship builderProactive with a desire to succeed in delivering an industrybeating IT Operation.Must be able to work proactively and in pressure situations.Extremely competitive remuneration packageWork from home and work from home allowanceTechnical training and certificationFood and gift vouchersWork in a team of bright, friendly and cooperative peopleHealth insurance and Term insuranceGreat worklife balance and 35 days annual leaveInterest free salary loansFresh fruit and snacks in the officeRegular team eventsA positive and fun environment#J-18808-Ljbffr