Oversee the software sustain process for LATAM markets, using the Adobe Commerce platform as well as Mobile App, ensuring timely incident resolution, bug fixes, and enhancements.Monitor and analyze ecommerce platform performance metrics, identifying areas for improvement and implementing corrective actions to enhance system stability and reliability .Responsibilities Oversee the software sustain process for LATAM markets, ensuring timely incident resolution, bug fixes, and enhancements.Collaborate with suppliers responsible for incident and request management , establishing effective communication channels to ensure incidents are resolved efficiently and within agreed-upon service level agreements (SLAs).Monitor and analyze ecommerce platform performance metrics, implementing corrective actions to enhance system stability and reliability .Develop and maintain operational documentation, including standard operating procedures (SOPs), incident management processes, and escalation procedures.Collaborate with cross-functional teams, including developers, business analysts, and project managers, to prioritize and address sustain-related issues and enhancements.Conduct regular meetings with stakeholders to provide updates on sustain activities, incident trends, and improvement initiatives.Drive continuous improvement initiatives to optimize the sustain process, reduce incident recurrence, and enhance overall system performance.Lead initiatives to automate processes and reduce P2 numbers.Prepare for major events support such as Black Friday.Serve as the go-to technical expert for the markets, providing in-depth knowledge and expertise on the Adobe Commerce platform.Act as a contact point for Adobe Technical Account Manager and collaborate with Adobe Support Team.Take ownership of complex incidents on the ecommerce platform, working closely with cross-functional teams to drive resolution within agreed-upon SLAs.Conduct thorough root cause analysis of incidents, identifying underlying technical issues and proposing effective solutions.Help triage complex incidents to the correct squads, acting as a bridge between L2-L3 and Product Team.Collaborate with developers, system administrators, and other stakeholders to troubleshoot and resolve complex technical issues impacting the ecommerce platform's performance, stability, and functionality.Provide technical guidance and support to the Ecommerce Operations Team, sharing best practices and ensuring a high level of technical competency within the team.Continuously monitor and analyze system performance metrics , proactively identifying potential issues and implementing preventive measures.Requirements and Skills Adobe Commerce Expertise is a Must , with strong hands-on experience (in Omni-Channel context), including architecture, customization, extensions, and integrations.Experience integrating Adobe Commerce with third-party systems, such as payment gateways, ERP systems, or CRM systems.Extensive experience in ecommerce operations, with a strong focus on the Adobe Commerce platform.Proven track record of successfully resolving complex incidents and troubleshooting technical issues on ecommerce platforms.Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and propose effective solutions.Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and meeting tight deadlines.Strong attention to detail and commitment to delivering high-quality results.Continuous learning mindset, staying updated with the latest industry trends and advancements in ecommerce technology.Relevant certifications, such as Adobe Commerce Developer or AWS Certified Solutions Architect, would be a plus.Experience with tools such as Atlassian Tools (JIRA, Confluence), Service Now, New Relic, Grafana.Additional Information#J-18808-Ljbffr
