Job Description :
Position : ATG Lead
Location : Los Angeles, CA
Duration : 6+ Months

Job Description:
Must Have Skills: 10+ years ecomm experience, ATG, support, good communication

Roles / Responsibilities:
Overall owner for all the services like Incident management, problem management and enhancements tracks, Escalation management, onsite/offshore interaction, peak planning, etc.
customer communication, governance and status reporting.
Work with offshore management to deliver Weekly, Monthly and Quarterly reports.
Monitor the team backlog and route the tickets to onsite/offshore engineers.
Do ticket trend analysis and come up with incident reduction plan, backlog reduction plan, et, Identify root-cause and create RCA documents.
Create change controls, Interact and communicate with offshore, support/dev/business teams.
Create/update/close incident/defect tickets, Keeping an eye on feeds pertaining to item, Item price and nightly Normal Sync job.
Establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes, excellent leadership and people management skills.
Able to demonstrate initiative and a proactive approach to daily tasks