Job Summary
We are seeking a skilled L2 Product Operations professional to join our expanding team.
The ideal candidate will support and improve the live operation of customer-facing digital services, while helping to provide a high standard of day-to-day product support across a growing digital estate.
This role is focused on delivering a great guest experience, managing tickets and service issues effectively, and building strong knowledge of how our products behave, how they are used, and how our support team can contribute to better operational outcomes.
Responsibilities
- Ensuring excellent product health by supporting the day-to-day operation of customer-facing digital services in a busy digital ecommerce environment
- Managing tickets, service issues and customer-impacting defects in a timely and organized manner
- Taking a customer-centric approach, always keeping our digital guest experience at the forefront of operational decision-making
- Building strong knowledge of supported applications, user journeys, product logic and common operational issues
- Troubleshooting functional and application issues, and working with technical colleagues to support effective escalation where needed
- Coordinating with technical teams to reduce recurring incidents and improve the quality and consistency of support
- Playing an active role during incidents, helping to support prompt categorization, communication and resolution
- Contributing to service reporting, knowledge capture and support process improvement
- Participating in on-call rotation to provide after-hours support when necessary
- May also be required to work in shifts or participate in a Rota schedule as operational needs evolve
- Ensuring that the service provided aligns with specific qualitative or quantitative targets and Key Performance Indicators (KPIs)
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or a related field
- Experience in product support, application support, service operations, or IT support roles
- Experience supporting web applications; additional experience supporting API-focused and native mobile applications is preferred
- Strong customer service mindset, with the ability to manage issues professionally and communicate clearly with both technical and non-technical stakeholders
- Strong troubleshooting and problem-solving abilities, with the curiosity to build deeper product and application knowledge over time
- Awareness of monitoring and application support tooling; prior exposure to APM or observability platforms such as New Relic, Dynatrace, Datadog, Azure Monitor is beneficial
- Experience with cloud-hosted applications, preferably within Microsoft Azure, would be advantageous
- Awareness of security best practices and related governance standards such as PCI-DSS
- Familiarity with Agile methodologies such as Scrum or Kanban
- Excellent communication and collaboration skills
