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Service Delivery Lead with Hybris
Ref No.: 18-05125
Location: Westlake Village, CA, California
Must Have Skills:
  • 12-15+ years of solid experience in J2EE/Ecommerce
  • Atleast 2-3 years of strong Hybris support and technical lead experience. Shd. have played Ecommerce SDM role at least 2-4yr
  • Good analytical, trouble shooting and communication skills
  • Proven onsite/offshore coordination experience
  • Conflict Management
  • Monitor the team backlog and route the tickets to onsite/offshore engineers
  • Do ticket trend analysis and come up with incident reduction plan, backlog reduction plan, etc
  • Escalation management, onsite/offshore interaction, peak planning, etc
  • Work with offshore management to deliver Weekly, Monthly and Quarterly reports

Desired Skills:
  • Working on Hybris related issues, incidents, alerts, tickets based on the priority
  • Identify root-cause and create RCA documents,
  • Create change controls
  • Interact and communicate with offshore, support/dev/business teams
  • Create/update/close incident/defect tickets
  • Monitoring application health in terms of load, throughput, performance etc., using tools like New Relic, Omniture.
  • Keeping an eye on feeds pertaining to item, Item price and nightly Normal Sync job.
  • Incidents Triage and coordination of tickets
  • Coordinate with Business users ,external users & 3rd parties for fixes
  • Periodically analyze recurring issue and provide recommendations or fixes.
  • Code Analysis and provide RCA for critical incidents
  • SOP Creation
  • Tools and Automation
  • Support Software / Hot fix / Patch deployment
  • Stakeholder Communication
  • Interact with business teams to prioritize incident tickets
  • Improve Monitoring Efficiency
  • Business KPI – Report Creation, Analysis and Improvements