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Team Lead - Ecommerce Support

  • Location: Kochi-Kerala
  • Department : Ecommerce Support
  • Minimum Required Experience : 5.0
  • Full Time

Skills

  • JIRA
  • Agile
  • python
  • SAP

Job Title: Team Lead - eCommerce Support
Experience: 5+ Years

Qualification:
- Bachelor’s degree in Engineering or related field
- 5+ years of experience in eCommerce / Retail IT Support / Production Support

Job Summary:
We are looking for an experienced eCommerce Support Team Lead to manage and drive 24/7 support operations for large-scale eCommerce platforms. The role is critical in ensuring high availability, operational excellence, and seamless customer experience across digital channels.

The candidate will lead a team, work closely with business, engineering, and external partners, and ensure timely resolution of issues in a fast-paced, SLA-driven, Agile environment.

Key Responsibilities:

  • Lead and manage the eCommerce support function, ensuring 24/7 operational coverage
  • Ensure high availability (HA) and performance of all eCommerce systems and integrations
  • Own incident management lifecycle (detection, triage, RCA, resolution, closure)
  • Drive SLA/KPI adherence for incidents, requests, and problem management
  • Monitor critical business flows (order creation, payment, fulfillment, delivery integrations)
  • Manage and track incidents, tasks, and releases using JIRA
  • Collaborate in an Agile/Scrum environment with Product and Engineering teams
  • Act as SPOC for third-party partners (last-mile, payment gateways, OMS, etc.)
  • Review and publish MIS reports and operational dashboards (Power BI)
  • Identify recurring issues and drive automation & process improvements
  • Ensure proper documentation (runbooks, SOPs, known error database)
  • Lead major incident calls and stakeholder communications

Required Skills:

  • Strong communication skills (mandatory)
  • Strong team management and leadership experience
  • Experience in high availability, production support environments
  • Hands-on experience with JIRA / ticketing tools
  • Experience working in Agile/Scrum environments
  • Strong analytical and problem-solving skills
  • Engineering background (Computer Science / IT or related)
  • Advanced MS Excel / reporting skills

Preferred Skills:

  • Knowledge of Python (automation, log analysis, scripting)
  • Experience with Power BI (dashboarding & reporting)
  • Exposure to SAP (OMS, inventory, finance integration)
  • Understanding of APIs, microservices, logs, and cloud-based systems
  • Familiarity with AI tools for productivity and automation