Operations Support Analyst

Operational Support is critical in the day to day operation and management of a number of clients ecommerce service. This role will work as part of a wider Operations team that will be responsible for delivery and support across varying technology stackssuch as legacy hosted infrastructure, GCP, AWS, and Azure and Ecommerce platforms such as Magento 1 and 2.

The Operations Support Analyst will work closely with the account technical teams (Developers, SysAdmins, and SME’s) and the management teams to ensure all support tasks and activities are conducted to maintain the clients service is operating smoothly.

**The main responsibilities are**:

- To perform daily checks & a variety of support tasks within the support team
- Pick up incidents, investigate the root cause and follow their lifecycle through to resolution
- take a pro-active approach to all incidents and problems raised
- ensure customers are updated and tickets are managed with the correct level of information
- Interact with surrounding support teams to consult on issues and escalate to the SME’s where needed
- address a variety of ad-hoc queries and run various reports where needed.
- demonstrate ownership at all times to the customer and within the team
- data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free
- engage in scheduled work to undertake system upgrades & deployments
- mentoring more junior members of the team

This role will require working on an on-call rota addressing issues out of hours.

**You**

Talented, enthusiastic, focused, eye for detail, professional. Keen to learn and to challenge for smarter ways of doing things; a team player proud of their work who wants to share it. You like working in a fast-paced environment and are ready to inspireoutstanding online shopper experiences for consumers and brands, no matter what product, service, sector, device or channel

You will have a customer-first mindset, with the maturity and initiative to do what it takes keep our clients happy, including some working at client locations. When our clients win - we win

**We need you to be really great at**:

- Solid Unix experience including UNIX, SOLARIS AIX, LINUX, Windows
- Unix scripting (e.g. perl and bash)
- Extensive trouble shooting experience
- Exposure to a coding languages such as Java & PHP
- Experience with databases such as SQL
- Understanding of Mysql and/or SQL querying
- Exposure to frontend troubleshooting eg. JS and CSS
- Exposure to Jenkins, terraform, or Kubernetes
- Exposure to Git, Docker
- Understanding and practical experience of ITIL or Agile Service Management best practice frameworks
- Continuous improvement
- Data driven approach
- Excellent all-round communication skills
- Good customer service skills and a good understanding of customer focus and updates
- Good time manager and able to multi-task
- Excellent delivery focus and commitment
- Team player, able to learn/adapt quickly and take responsibility

**If you know any of this even better**
- Ecommerce platforms such as HCL Web Commerce v9 +, Magento 2, Shopify, Sales force Cloud, Big Commerce,
- FTP/SCP familiarity
- Exposure to ITIL to include incident and problem management is beneficial
- Exposure to AWS/GCP/Cloud hosting

**Wunderman Thompson Commerce** help inspire people to transact.

Part creative agency, part consultancy and part technology company, we are unique in our ability to connect world-class strategic thinking and creative insight with deep executional capability across technology and operations to deliver winning commercesolutions across all major digital routes to market worldwide: marketplaces, online retailers, D2C, B2B and social commerce. Wunderman Thompson Commerce is part of WPP, a creative transformation company who use the power of creativity to build better futuresfor people, planet, clients and communities and is recognised as a Leader in The Forrester Wave: Commerce Services, Q1 2021.

**How?** We create, support, and improve digital shopper journeys, across leading channels including retailers, direct-to-consumer (D2C), marketplaces (Amazon and beyond), and social channels. It’s why we work with some of the biggest and mostexciting brands around, such as Calvin Klein, DFS, MAC, Nestlé, Sainsbury’s, Selfridges, Shell, Tiffany & Co. and Tommy Hilfiger.

**Tell me more**We are a diverse team of 1700+ commerce experts across more than 20 offices worldwide, including state-of-the-art offices in Watford, two agency offices in Central London and an office in Lisbon. We believe that growth throughcommerce begins with connected customer experiences that amplify the brand and drive business outcomes. We excel at orchestrating commerce touchpoints through intelligent deployment and integration of world class technology from strategic partners like Adobe,SAP, Salesforce, HCL, Shopify, BigCommerce & commerce tools, as well as driving sales from marketplaces (Amazon, Tmall and beyond) and retailers. We have recently expanded our capabilities to include NN4M, specialists in Mobile Commerce and Satalia, expertsin using the latest technologies to build AI systems and solve industries hardest efficiency problems

Our reputation is based on our people, and we believe we have some of the best in the business - people who are inspired, energetic and straight-talking, and who really want to understand both our clients and their customers. We are happiest when we areinnovating and shaping the future of commerce. We live our values and take pride in what our people achieve, empowering and respecting every one of them.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best Commerce solutions, services and websites in the world. As a team no problem is insurmountable, we sharein our client’s successes and believe that anyone can show Creative Bravery no matter what their role is in the team.