Operations Support Analyst

**Operations Support Analyst** is critical in the day-to-day operation and management of a number of client's ecommerce service. This role will work as part of a wider Operations team responsible for delivery and support across varying technology stacks such as legacy-hosted infrastructure and AWS.

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 inspire outstanding 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)
- Strong AWS experience
- Extensive trouble shooting experience
- Exposure to a coding languages such as Java
- 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

**Find out **more about our Commerce capabilities
**Visit our Wunderman Thompson Commerce and Technology **careers page
- At Wunderman Thompson, a WPP company, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect. As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve._

**What we do**:At Wunderman Thompson we inspire growth for ambitious brands. Within our commerce and technology division, that means inspiring people across the globe to shop online through seamless digital experiences.

**How we do it**:Our commerce and technology division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co.

We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn