Senior Support Manager

Company Description

McFadyen Digital is a global Digital Commerce Agency with a 30-year history of innovation for more than 250 of the world’s top brands. We deliver digital commerce, marketplace, digital marketing, and user experience services from our offices in North America, South America, and India. Across all practices, we help our clients reach their goals by ensuring that technology is implemented strategically and adopted in a way that meets their business objectives.

**Job Description**:

- Responsibilities:_
- Develop relations with business community and the outsourced service providers
- Arrange, assign, adjust and monitor shifts to have apt coverage
- Provide additional support to existing production support procedures
- Collaborate with management to improve and customize reports related to production support
- Prioritize issues raised and resolve it accordingly
- Coordinate escalation and resolution of major service issues
- Report promptly to management and business partners regarding critical outages until resolution
- Manage offshore, outsourced resources to an SLA and execution of critical situations
- Allocate resources to resolve problems/incidents.
- Define and manage scope, budget, schedule, priorities, and risk throughout multiple projects.
- Coordinate areas of communication within firm having impact on scope, budget, risk, and resources.
- Develop customized coding, software integration, perform analysis, configure solutions, using tools specific to the project or the area.
- Lead and participate in the development, testing, implementation, maintenance, and support of highly complex solutions in adherence to company standards, including robust unit testing and support for subsequent release testing.
- Build in and maintain security controls and monitoring in support of company standards.
- Solve complex technical and operational problems. Act as a resource for teammates with less experience
- Responsible for delivering high quality working software and automating manual/reusable tasks working directly, and engage with, the business from the beginning of the design work.
- Leverage continuous engineering practices to deliver business value regarding effectiveness of the design.
- Responsible for providing automated monitoring capabilities, providing warranty support, and providing knowledge transfer to production support.
- Develop code in accordance with the acceptance criteria established by the Product Owner.

**Qualifications**:

- Bachelor’s Degree and six to ten years of experience as a Support Manager
- In-depth knowledge in information systems and the ability to identify, apply, and implement best practices
- Understanding of key business processes and competitive strategies related to the IT function
- Ability to provide direction and mentor less experienced teammates. Ability to interpret and convey complex, difficult, or sensitive information
- eCoomerce experience. Knowledge of one or more of the following eCommerce platforms - Magento, ATG, commercetools, Mirakl
- Experience with Open Source tools and frameworks
- Experience with cloud technologies, such as AWS, Azure, or GCP
- Strong understanding of SOA and/or Open API methodologies and service architectures
- Solid knowledge of relational database design and development (SQL, stored procedures, data modeling)
- Experience with messaging systems (i.e., MQ and JMS)
- Experience with build tools, such as Git, Maven, and Jenkins
- Fluent English is required

Additional Information
**Core values**:Client Focus, Owning the Outcome, Adaptability, and Collaboration.

**Keywords**:e-commerce, marketplace, ATG, Oracle, Mirakl, support, remote job, remote, manager, project, hiring, marketplaces, Magento