We are looking for a Support / Hub support lead with 6+ years of experience who manages and supports the day-to-day operations of a central location or "hub" within an organization. This role often involves managing resources, monitoring performance, and ensuring smooth operational processes. also, seek regular feedback and improve as a continuous improvement.
What you do
6+ years of experience in Support / Hub Support lead activities. Excellent communication and interpersonal skills. Strong problem-solving and conflict resolution abilities. Flexible and adaptable with right mindset to handle fast phased environment.
Technical Acumen:
Solid understanding and hands-on experience with SFCC feature and functionalities. Strong knowledge and experience configuring Business Manager (BM) features and modules. Experience with support tools (Service Now) and dashboards (Dynatrace, Grafana) to measure the KPIs. Familiarity with tools (e.g., Jira, Confluence).
What we ask
Operations Support:
Co-ordinate with Zones IT/Central/Third parties on activities that impact the production (Incidents, Problems, new releases, maintenance/events, Zones operations / campaigns). Overseeing the efficient execution of hub operations with effective resource allocation, communication, reporting, ticket triaging, Problem prioritization, feedback sessions. Effective management of planned rituals (daily, weekly, monthly calls with Zone/Central/Stakeholders). Develop and maintain standard operating procedures for all support operations.
Problem Solving:
Identifying and addressing operational challenges, suggesting solutions, and driving improvements to processes.
Team Leadership:
Providing guidance, support, and motivation to support team members, fostering a positive and collaborative work environment.
Communication & Stakeholder Management:
Primary point of contact for all hub-related discussions.
Continuous Improvement:
Feedback sessions with customers, support team and other stakeholders to understand the gaps and overcome the situations. Focus on innovations and automations which will give value add to the customers/deliverables from the support team (productivity, quality, etc.,)
What we offer
Joining the Valtech global team puts you in the ranks of a pioneering digital innovator worldwide. We focus on delivering quality services to clients, fostering the growth and development of our workforce. As an integral member of the team, you will have the opportunity to pave your career path while significantly contributing to our business success.
At Valtech, we’re here to engineer experiences that work and reach every single person. To do this, we are proactive about creating workplaces that work for every person at Valtech. Our goal is to create an equitable workplace which gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be). You can find out more about what we’re doing to create a Valtech for everyone here.
Please do not worry if you do not meet all of the criteria or if you have some gaps in your CV. We’d love to hear from you and see if you’re our next member of the Valtech team!