IT - Senior Operations Analyst, e-Commerce Infrastructure Operations

# Description



IT - Senior Operations Analyst, e-Commerce Infrastructure Operations



The Web Operations Senior Analyst is responsible for day-to-day technical operations and relationship management between ecommerce hosting vendor and internal partners.


RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:




* Operational support of Third Party Hosting provider, and liaison between hosting provider and internal partners.
* Ensure the resolution of production issues and operational support statuses that impact infrastructure, applications, and services that support the ecommerce platform.
* Manage, Log, and track production issues and see them through to resolution
* Communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report
* Leverage hands-on experience to triage and escalate issues to third level support as appropriate
* Work closely with the developers, release managers, and first level service desk support team to facilitate acceptance and release of new site features
* Deliver regular site performance reports daily, weekly and monthly
* Track and gather data for measuring operational trends and identifying areas for improvement
* Maintain quality service by establishing and enforcing organizational trends and identifying areas for improvement
* Maintain quality service by establishing and enforcing organizational standards
* Demonstrate the ability to complete multiple tasks under pressure
* Willing to work flexible hours, as needed, to hit project deadlines or address production issues
* Maintain operational documentation and knowledge base to streamline incident resolution



# Qualifications







* Bachelor’s Degree in Computer Science, Information Systems, Engineering or related field; or equivalent work experience
* At least 5 years Operational management of 3rd Party Infrastructure hosting providers
* At least 5 years hands-on experience in infrastructure implementations and support including coordination with software development, quality assurance, and other infrastructure related teams
* Knowledge of the ecommerce business model (i.e. Fulfillment/Shipping Needs, Customer Service, User Experience, promotions, planning, etc.)
* Ability to interact effectively with internal business teams, at different levels of the organization
* Strong organizational, project management, time management, communication, process orientation and problem solving skills with multiple clients/vendors/projects
* Experience with crisis management and escalations.
* Experience in analysis and documentation of functional requirements for infrastructure and/or application related projects
* Self-motivated and results oriented
* Ability to work effectively individually and in a team environment
* Excellent written and verbal communication skills

**Job Function:** Information Technology
**Primary Location:** USA-NJ-Wayne
**Schedule:** Full-time
**Organization:** Headquarters
**Job Type:** Standard
**Education Level:** Bachelor's Degree
**Brand:** Toys 'R' US
**Req ID:** 70072