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Production Support Manager (remote)

Company: Blue Acorn iCi
Location: Charleston
Posted on: January 15, 2022

Job Description:

COMPANY DESCRIPTION:Blue Acorn iCi is the only digital consumer experience company combining analytics, ecommerce, content management, and full-service commerce operations. No other company brings together engineers, data scientists, retail experts, designers and strategists to create seamless, memorable and scalable customer experiences. Through our integrated capabilities and unparalleled expertise, Blue Acorn iCi makes content and commerce more effective for legacy brands and digital natives alike, including Le Creuset, Casper, Food Lion, Charter, Ticketmaster, and Panera. Join our incredible team as we successfully deliver extraordinary digital experiences. We are truly a one of a kind company!SUMMARY OF POSITION:We are looking for a passionate, attention to detail person to manage our 24x7 Production Support team. They will be supporting primarily clients on the Adobe Commerce Platform. Tools that the team currently uses are New Relic, Zendesk and Victor Ops. This person will be expected to manage a team of support engineers who are offshore, communicate with clients and interact with BlueAcorniCi Project Management, Development Team, Account Management Team and the Executive Team.Key ResponsibilitiesRemove blockers and escalate as neededAdministrative tasks (scheduling, timesheets, reviews)Ensure optimal client experience proactively and reactivelyEnsure that all P1 and P2 tickets satisfy program SLAsProvide on-phone or email consultative support for client as neededEnsure all confirmed P1 tickets are documented via an incident report and shared with client, Project Manager, and Practice Lead where necessary -Provide necessary documentation, training, governance, and reporting as necessaryProvide guidance and support to Production Support, Development, PM teams as neededQualificationsMust be willing to support a 24x7 program as neededWillingness to respond quickly to satisfy program SLAsMust be able to work with a remote team4+ years product or project management experience3+ years client-facing experienceAbility to communicate effectively with executive-level team membersExperience with e-commerce platforms (Magento, Salesforce Commerce Cloud, Shopify) preferredClear understanding of SDLCAbility and willingness to learn new systems and skillsStrong problem solving and debugging skillsExcellent written and verbal communication skillsExperience with Jira, Confluence, Zendesk (ticketing systems) a plusSummaryLocation: Charleston, SC, United StatesType: Full TimeExperience: Manager/Supervisor

Keywords: Blue Acorn iCi, Charleston , Production Support Manager (remote), Executive , Charleston, South Carolina

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