ROLE OVERVIEW:

Reporting into the Technical Services Manager, the role holder will be required to provide support for both internal and external stakeholders in relation to JD Sports' eCommerce systems and platforms.

The role will involve pro-actively monitoring, detecting and taking positive action to help avoid or mitigate against downtime and protecting the customer experience within the agreed SLA's. You will be tasked with recording and analysing incidents and their resolution as a means of continuous improvement. You will be liaising and working with our wider support team across two continents.

You must have a high level of technical expertise and clear insights into current business practices.

KEY DUTIES / RESPONSIBILITIES:

• Monitoring, recording and responding to all new incidents and service requests raised via ticketing system, telephone, face to face and email

• Liaising extensively with external or internal stakeholders to see issues through to resolution.

• Liaising with stakeholders to ensure effective prioritisation of incidents based on impact and urgency

• Managing internally reported software, website, mobile applications and web hosting issues from identification to resolution. Implementing where possible ‘workarounds’ and feeding directly into the development workflow with any changes required.

• Identifying options for potential solutions and assessing them for both technical and business suitability.

• Retaining ownership of high impacting incidents, managing 3rd line support and external suppliers.

• Sending communications to stakeholders to raise awareness of high impacting incidents or system maintenance

• Working along with the Project teams to ensure the team is communicated and trained for supporting new services

• Drawing up, supervising and documenting processes for the benefit of the wider team.

• Supporting users on change control and system updates.

• Working remotely out of hours as and when needed. Usually on a shift/rota basis.

• Keeping up to date with technical and industry developments.

• Managing suppliers ensuring that all agreed SLA's are adhered to.

• Generation and distribution of regular reports to provide up to date information on trading activities and system performance

• Supporting events that drive significant volumes of traffic to the sites, including liaising with internal teams, data verification, website traffic management and stock level reporting

SKILLS / EXPERIENCE / KNOWLEDGE NEEDED:

Essential

• Strong will to learn and excel.

• Excellent oral and written communication skills.

• Able to use initiative and self-confidence.

• Ability to understand complex web and standalone applications/systems architectures involving multiple technologies

• Build strong relationships with colleagues and key stakeholders in the business

• Exposure in managing and driving major incidents and leading the retrospectives

• Good interpersonal and client-handling skills with the ability to manage expectations and explain technical detail.

• Ability to work well under pressure.

• Willingness to be flexible, working within a fast-paced and dynamic environment. 

• Experience of working in a technical support environment primarily 2nd or 3rd line.

• Embraces change positively

• Ability to analyse data and identify patterns and deviations.

Desirable

• Trained to ITIL v3 Foundation Level

• Experience of working for a retail e-commerce business.

• Business awareness.

Knowledge/experience with the following technologies would be advantageous but not necessary:

• SQL

• Product merchandising tools

• eCommerce platform

• AWS, Azure and other cloud technologies

•APM monitoring tools such as New Relic , Grafana and Kibana