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Technical Support Lead – eCommerce Systems, Richmond
Client: Reed Exhibitions
Location:
Job Category: Other
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EU work permit required: Yes
Job Reference:
cab8a5891ce3
Job Views:
3
Posted:
29.06.2025
Expiry Date:
13.08.2025
Job Description:
Technical Support Lead – eCommerce Systems
Are you passionate about delivering excellent Customer Service? Do you thrive in a global, £100m+ multi-platform eCommerce environment, collaborating with international teams, developers, and suppliers?
About our Team
The role resides within the Global Technology Operations team, supporting our integrated platform for Digital, Sales, Finance & Marketing solutions. The team focuses on operational improvements and customer experience.
About the Role
The Technical Support Lead for eCommerce and registration manages the day-to-day technical service for applications, ensuring stability and capability. Acts as a primary escalation point and provides senior technical assistance to users and support teams.
Key Responsibilities:
* Serve as Technical Service Owner for applications, ensuring SLAs, KPIs, and XLAs are met.
* Manage daily operations and monitor platform performance.
* Analyze performance metrics and implement improvements.
* Handle troubleshooting, root cause analysis, and remediation.
* Collaborate with internal teams, vendors, and partners.
* Create and maintain technical documentation and SOPs.
* Oversee setup and configuration of new features.
* Monitor trends to ensure service reliability and scalability.
* Understand backup and recovery procedures.
Customer Engagement: Demonstrate strong communication skills for diverse audiences, including senior management.
Compliance and Risk Management: Identify risks and participate in audits.
Vendor and Contract Management: Manage relationships with service providers and support procurement activities.
Cost Optimization: Identify savings opportunities and forecast budgets.
Reporting and Communication: Report on SLAs, KPIs, XLAs, and manage demand and capacity.
Leadership and Collaboration: Lead teams, serve as contact point, and collaborate across functions.
Experience and Skills: Proven eCommerce application experience, technical support background, knowledge of ITSM tools, and proficiency in relevant technologies such as .NET, APIs, AWS, and eCommerce platforms.
Support Skills: Environment configuration, automation, analytical skills, and flexible working hours.
Why Join Us?
Join a culture of innovation and collaboration. We offer flexible working, extensive benefits including generous holidays, health benefits, pension, share schemes, and learning resources.
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