Technical Support Tower Lead – eCommerce & Registration Services

RX; Richmond; Hybrid; GBP 40,000 - 80,000; Full time

Job description

Technical Support Tower Lead – eCommerce & Registration Services

Are you passionate about delivering excellent Customer Service?

Do you enjoy working in a global, multiplatform environment with engagement with internal teams, development teams & suppliers?

About Our Team :

The role resides within the Global Technology Operations team, where you will be part of a wider team delivering support for our integrated platform providing Digital, Sales, Finance & Marketing solutions. Collaboratively, the team drives continuous operational improvements & an excellent customer experience.

About the Role:

The Technical Support Tower Lead for eCommerce & Registration Services is a key role in delivering this business-critical service to our customers. You will be the custodian of Production & DR and manage the day-to-day technical service for the applications in scope while ensuring service stability & capability. This hybrid role serves as a primary escalation point for Application/Technical/Functional support specialists. You will also provide senior technical assistance to Application Users and Technical Support Teams and answer questions and resolve application problems (often time-critical) for customers using a variety of tools & communication methods available.

Key Responsibilities:

• Serving as the Technical Service Owner for assigned applications/technologies, ensuring SLAs, KPIs, and XLAs are met.
• Managing day-to-day operations of services in scope.
• Monitoring and maintaining the eCommerce and registration platform for optimal functionality and performance.
• Analysing e-commerce performance metrics to identify and implement improvements.
• Managing complex troubleshooting for applications, including root cause analysis and remediation.
• Initiate corrective actions to ensure connectivity and minimize downtime.
• Collaborating with internal teams, partners and third-party vendors.
• Create and maintain technical documentation and standard operating procedures (SOPs).
• Oversee and transition the setup and configuration of new features.
• Understand backup and recovery procedures.

Customer Engagement: Demonstrated strong interpersonal, communication, and presentation skills for a diverse audience, including senior and executive management and internal customers.

Compliance and Risk Management: Identify and mitigate risks. Participate in and respond to audits and compliance inquiries.

Vendor and Contract Management: Foster relationships with external service providers to ensure smooth operations. Collaborate with procurement and legal teams for software agreements and renewals.

Cost Optimization: Identify opportunities for cost savings. Forecast budget needs and provide recommendations for future purchases.

Reporting and Communication:

• Report on SLAs, KPIs, and XLAs for services in scope.
• Manage demand and capacity.
• Provide recommendations for efficiency improvements in technologies and processes.

Leadership and Collaboration:

• Motivate and guide a team towards achieving organizational objectives.
• Serves as the central point of contact for e-commerce and registration technical services.
• Collaborate with IT, finance, procurement, legal, and other cross-functional teams.
• Act as a trusted advisor to executive leadership.
• Partner with GTech teams to deliver a best-in-class e-commerce and registration service.
• Encourage open communication and knowledge-sharing across teams to drive innovation and improve efficiency.

Experience:

• Proven track record of building and maintaining eCommerce applications.
• Prior good experience as a Senior technical support specialist.
• Knowledge of ITSM tools, integrations, and project management tools.
• Advanced knowledge of multiplatform environments and data flows.
• Ability to manage various application technologies (cloud/SaaS/on-prem/legacy).

Technical Skills:

• Proficiency in .NET, APIs, Postman, C#, SQS/SNS, DynamoDB.
• Experience with Adobe Magento, Adobe AEM, Elastic Search, AWS (including AWS toolsets), Splunk.
• Experience with automation and related tools.
• Exposure to development toolsets.

Support Skills:

• Experience in environment and system configuration and testing.
• Proficiency in using automation and related tools.
• Excellent analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities and deadlines effectively.
• Understanding of service lifecycle management.
• Knowledge of operating procedures and when they should be created, changed, or updated.
• Understanding of development deployment methods.
• Willingness to work flexible hours when needed.

Why Join Us?

Join our team and contribute to a culture of innovation, collaboration, and excellence. If you are ready to advance your career and make a significant impact, we encourage you to apply.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous well-being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

About the Business

RX is a global leader in events and exhibitions, leveraging industry expertise, data, and technology to build businesses for individuals, communities, and organisations. With a presence in 25 countries across 42 industry sectors, RX hosts approximately 350 events annually. RX is committed to creating an inclusive work environment for all our people. RX empowers businesses to thrive by leveraging data-driven insights and digital solutions. RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. For more information, visit www.rxglobal.com.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK, or please contact 1-855-833-5120.

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