Team Lead - Ecommerce Support

Website: mantlesolutions.in
Job details:
Job Title: Team Lead - eCommerce Support

Experience: 5+ Years

Qualification

• Bachelor’s degree in Engineering or related field
• 5+ years of experience in eCommerce / Retail IT Support / Production Support
  
  

Job Summary

We are looking for an experienced eCommerce Support Team Lead to manage and drive 24/7 support operations for large-scale eCommerce platforms. The role is critical in ensuring high availability, operational excellence, and seamless customer experience across digital channels.

The candidate will lead a team, work closely with business, engineering, and external partners, and ensure timely resolution of issues in a fast-paced, SLA-driven, Agile environment.

Key Responsibilities

• Lead and manage the eCommerce support function, ensuring 24/7 operational coverage
• Ensure high availability (HA) and performance of all eCommerce systems and integrations
• Own incident management lifecycle (detection, triage, RCA, resolution, closure)
• Drive SLA/KPI adherence for incidents, requests, and problem management
• Monitor critical business flows (order creation, payment, fulfillment, delivery integrations)
• Manage and track incidents, tasks, and releases using JIRA
• Collaborate in an Agile/Scrum environment with Product and Engineering teams
• Act as SPOC for third-party partners (last-mile, payment gateways, OMS, etc.)
• Review and publish MIS reports and operational dashboards (Power BI)
• Identify recurring issues and drive automation & process improvements
• Ensure proper documentation (runbooks, SOPs, known error database)
• Lead major incident calls and stakeholder communications
  
  

Required Skills

• Strong communication skills (mandatory)
• Strong team management and leadership experience
• Experience in high availability, production support environments
• Hands-on experience with JIRA / ticketing tools
• Experience working in Agile/Scrum environments
• Strong analytical and problem-solving skills
• Engineering background (Computer Science / IT or related)
• Advanced MS Excel / reporting skills
  
  

Preferred Skills

• Knowledge of Python (automation, log analysis, scripting)
• Experience with Power BI (dashboarding & reporting)
• Exposure to SAP (OMS, inventory, finance integration)
• Understanding of APIs, microservices, logs, and cloud-based systems
• Familiarity with AI tools for productivity and automation

Click on Apply to know more.