Operations Analyst

Robert Walters
11 Apr 2018
20 Apr 2018
Contract Type
Full Time
This global organisation are looking to recruit an operations Analyst to join their team in Leeds

The Operations Analyst will help support and manage the eCommerce estate focusing on operational excellence across all digital platforms, services, 3rd parties and customer touch points / interactions. In conjunction with this there will also be elements of Change Management, Release Management, Incident / Problem Management / Report Management and BAU operations. With a key focus on operational readiness & reporting around Key Business events (peak operational periods and new feature releases).

Key Responsabilities

* Reporting - management of current digital commerce reports as well as helping to develop and maintain any new ecommerce reporting / dashboard / KPI requirements for the website.

* Release Management - Help manage in conjunction with the Operations Manager, Product Owners and Business Analyst, business / operational sign off on weekly releases (Mobile, Desktop, App, China etc).

* Problem / Incident Management – Support / Represent Digital Commerce during P1 and P2 eCommerce incidents, acting as the Business contact / escalation point for the investigating IT Support teams. Be involved in all post incident root cause analysis meetings / actions.

* Peak Period Preparation – Supporting the Operations Manager in peak period preparations to help minimise service interruption to the website across all platforms during peak periods (Festive, Online Sale etc). Liaising with key Business areas (Customer Service, Supply Chain, Finance, IT Support) to make sure all their requirements are logged and considered pre- peak.

* Documentation / Ops Calendar management – Help update / create all Service Delivery documentation in Confluence as well maintaining the Ops Calendar (release dates, outages, business events etc).

* In general, extensions of all IT Digital Operations to our Leeds office and beyond.

* Publishing of operational reports (weekly / monthly / quarterly)

* Incident / problem management (incident resolution and problem tracking closure)

* End-user and stakeholder satisfaction with resolution of incidents

Being the face of IT digital and providing all levels of service that IT Digital provide in London and applying that to our Leeds office and beyond.


* Ecommerce awareness -Knowledge of ecommerce platforms (ATG / Hybris / SAP)

* Knowledge of global caching solution (Akamai or other)

* Knowledge of cloud based technologies (AWS / Azure etc)

* Methodology-ITIL / Agile experience / awareness is advantageous

* Exposure to JIRA / Confluence tools is a plus

* Reporting-Ability to create reports (excel) and other 3rd party tools, and publishg thouse reports on weekly / monthly / quartly basis.

* Knowledge of Google Analytics is a plus

* Structured Problem Solving-Ability to decompose a challenge into smaller parts and address the parts in a disciplined manner, individually or as a part of a team.

* Stakeholder Management –

* Ability to work under pressure-Ability to prioritise incidents, escalate to service owners or third party providers, manage stakeholders, and minimise disruption on business or IT operations in a short time frame

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