AMR Retail Online Production Support Manager
AMR Retail Online Production Support Manager
Posted on :
02-08-2025
Employer Active
1 Vacancy
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Job Description
When P1 or P0 incidents are raised you will lead your team to provide support responsibilities coordinating both IS&T problem-solving functions as well as in-the-moment business recovery tactics simultaneously. You will host recurring reviews with business partners product owners and technical teams focusing on recent incidents and projects while leading change to build additional fault tolerance within our tools and systems. Your exceptional analytical skills will lead the organization to proactively identify issues before being reported by our business partners providing team leadership to identify emerging trends and coordinating necessary resources to solve such issues. RESPONSIBILITIES:- Engage in teleconference bridges with your team to drive rapid incident resolution and bring in affected business users to test hypotheses and potential solutions.- Deepen expertise within the Production Support team by encouraging the building and fostering of relationships with partner collaborator and technical teams.- Manage your team with mentoring and development as a focus whether via time dedicated to professional development or real-time as learning and development situations occur. Audit your teams performance and course correct when needed.- Use data to tell a story provide insight into emerging challenges and lead the implementation of related changes to continually improve the teams ability to better serve our customers and business partners. - Develop processes and management systems to ensure visibility understanding of and follow-through across all aspects of the team. - Ability to occasionally work outside of typical AMR business hours to support product launches and other events requiring heightened support
- Experience managing or acting as a team lead within a technical team in a production support or internal help desk organization.
- 7 years of relevant Technical Work Experience.
- Superb communication skills using verbal written and presentation-focused methods including the ability to communicate technical concepts to audiences of varying technical comprehension.
- Demonstrated analytical ability to drive service recovery incident resolution and systematic improvements for our business partners.
- 3 Years of leadership experience supporting contact center and e-commerce technical solutions
- Hands-on experience with ServiceNow or a similar ticketing system
- Familiar with/certified within ITIL or similar Information Technology Service Management (ITSM) frameworks
- An eagerness to learn and apply new technologies to introduce additional efficiencies within the team
- BS/BA degree or higher in a relevant course of study
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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