Manager, Support Domain Lead - Store

Key Responsibility:

• Leads and manage services team member to be available every day and ensuring enough resource is on board during the peak time/period
• To be accountable for the implementation and maintenance of the store system; governs and ensure that IT implementation is aligned to company security and business objectives and strategy.
• Collaborates with other IT teams and business teams to provide data models per demand
• Implements processes to monitor data quality, ensuring production data is always accurate and available for key stakeholders and business processes that depend on it.
• Writes unit/integration tests, and documents work.
• Responsible for Store systems, POS, Payment systems, Coupon, etc.
• Performs data analysis required to troubleshoot issues and assist in the resolution of issues
• Works closely with a team of frontend and backend engineers, product managers, and analysts.
• Works closely with all business units and engineering teams to develop strategy for long term services
• Identify the need for training and able to coach peers and team members on latest developments in Technology
• Perform random audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved

Qualifications:

• Bachelor Degree or higher in Computer Engineering, Computer Science or related fields.
• 3-5 years years experience in IT operations, development or programming
• Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis
• Experience in troubleshooting windows desktop related issues and its applications
• Good communication, problem solving and cross cross-group collaboration skills
• Good command of written and spoken English
• Ability to prioritize, track and manage a large number of divergent tasks and action items
• Strong ability to analyze user requirements, make recommendations and implement solution
• Strong presentation and interpersonal skills
• Ability to prioritize and execute in high high-pressured environment