Job Description :
Greeting!!
Please go through the requirement and let me know if you are interested.

Role: Digital Support Lead
Location: Canton, MA
Duration: 11+ Months
Interview Mode: Telephonic/Skype


Job Description


Summary:
The Digital Support Lead is accountable for owning ITIL processes across all digital platforms, driving process improvements, reporting & sharing insights with key stakeholders, and leading the digital support team.
Key Responsibilities:
Lead and provide guidance to the Digital Support Team
Own ITIL processes, reporting, & communication to key stakeholders for all digital (Ecommerce) platforms
Responsible for service desk process improvements, developing & cascading reports, sharing insights, and action planning
Own problem categorization and prioritization to facilitate swift and effective resolutions
Own problem diagnosis & resolution including root cause identification & solutioning
Oversee ticket escalation process, provide production support, & collaborate with support groups/vendors to assist in the resolution of outstanding issues
Support pre/post digital solution implementation efforts
Required Knowledge, Experience, & Skills
Experience in digital (Ecommerce) operations including Mobile app & Website support
Service Desk experience with strong familiarity of ITIL practices and principles
Ability to proactively identify and solve problems, and/or provide workarounds to prevent future incidents
Experience in production support management
Excellent written and verbal communication & presentation skills
Strong analytical, problem-solving, and troubleshooting skills
Ability to manage critical situations to meet tight deadlines with minimal supervision
Work effectively with clients, peers, vendors, and business/IT management

Core Competencies
People Management/Leadership Experience
Project Management
Advanced Presentation Skills (including Senior Level leadership)
Customer Focus
Team Leadership
Effective Communication Skills
Professional Maturity
Drive for Results
Strong analytical and processing skills
Proficient in Microsoft Office

Preferred Job Qualifications
Bachelor’s Degree preferred
Advanced Excel and PowerPoint skills
Experience with ticket tracking/reporting software
Knowledge of web analytics
Exposure to Jira/Confluence, Apptentive, & Splunk