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 providing 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.
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Responsibilities:
- Ensure excellent product health by supporting the day-to-day operation of customer-facing digital services in a busy digital ecommerce environment.
- Manage tickets, service issues, and customer-impacting defects promptly and organized.
- Maintain a customer-centric approach, keeping the digital guest experience at the forefront of operational decision-making.
- Build strong knowledge of supported applications, user journeys, product logic, and common operational issues.
- Troubleshoot functional and application issues and work with technical colleagues for effective escalation.
- Coordinate with technical teams to reduce recurring incidents and improve quality and consistency of support.
- Play an active role during incidents, supporting categorization, communication, and resolution.
- Contribute to service reporting, knowledge capture, and support process improvement.
- Participate in on-call rotation to provide after-hours support as necessary.
- May be required to work in shifts or participate in a Rota schedule as operational needs evolve.
- Ensure that the provided service 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 a curiosity to build deeper product and application knowledge over time.
- Awareness of monitoring and application support tooling; prior exposure to APM or observability platforms (e.g., New Relic, Dynatrace, Datadog, Azure Monitor) is beneficial.
- Experience with cloud-hosted applications, preferably within Microsoft Azure, is 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.
