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ATG Service Delivery Lead
Ref No.: 18-17958
Location: Los Angeles, CA, California
Job Description:
Must Have Skills: 10+ years ecomm experience, ATG, support, good communication

Roles / Responsibilities:
• Overall owner for all the services like Incident management, problem management and enhancements tracks, Escalation management, onsite/offshore interaction, peak planning, etc.
• customer communication, governance and status reporting.
• Work with offshore management to deliver Weekly, Monthly and Quarterly reports.
• 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, et, 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, Keeping an eye on feeds pertaining to item, Item price and nightly Normal Sync job.
• Establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes, excellent leadership and people management skills.
• Able to demonstrate initiative and a proactive approach to daily tasks