Operations Analyst

KEY RESPONSIBILITIES

This position will assist in the support of the production state of the eCommerce websites by handling the initial triage of Casino critical production incidents and working with the SRE team to manage the incident, bug, and enhancement intake process. The e-com. Operations Analyst will have a good grasp of data analytics, strategy, business rules, and agile methodologies to ensure production is performing optimally. The analyst should have effective analytical abilities to evaluate issues and develop solutions as well as strong interpersonal skills to foster collaboration among colleagues and other departments. They are responsible for understanding current business practices and goals, working with internal and external business partners (i.e., epi, call center, product teams, etc.), and understanding business impact and priority. The role serves as a bridge between the eCommerce development teams and our guest/customer experience needs.

QUALIFICATIONS AND EDUCATION

Critical Incident Support

• Experience with website production support.
• Adept at quickly responding to critical production incidents and conducting initial incident triage.
• Comfortable working with external teams to determine root cause of critical incidents.
• Strong ability to synthesize and communicate incident details in an easily understandable way to stakeholders.
• Comfortable with managing and delivering solutions in a high stress environment.
• Comfortable with working during off hours when production issues may occur.

Bug/Enhancement Intake Process

• Maintains intake of production bugs and enhancements for global platform.
• Ensures stakeholder compliance to the bug/enhancement intake process and provides recommendations for improvements.
• Works in tandem with SRE leads, dev leads, and data analyst to perform initial bug triage.
• Performs high quality ticket creation with a focus on clear steps for reproducibility and supporting data.
• Handles communication between stakeholders and product teams on status of bugs and enhancements.
• Helps prioritize non-critical production bugs, enhancements.
• Understands key performance metrics (traffic volumes, booking volumes, performance, etc.) to assist in identifying business value of bug fixes and enhancements.

General Operational Duties

• Understanding customer insights and feedback
• Troubleshooting and identifying issues to properly route and get corrected
• Familiar with working with operational systems like PagerDuty, Jira, etc.
• Create Casino Reporting (i.e., number of issues and how many fixes have been migrated)
• Experienced with communicating and presenting to large groups including executive team members.
• Comfortable with learning new emerging trends within web operations.
• Keeps abreast with Agile/Scrum best practices and new trends.
• Experience working with external teams to implement time sensitive changes
• Other operational duties as required by the team to support or enhance Royal Web operations.

Qualifications:

• Bachelor of Science in Information Technology or a related field.
• Experience in an eCommerce environment and/or working on an enterprise/global website is preferred.
• Strong fluency in the English language is required.
• Experience creating functional documentation, with a keen eye for detail.
• Technical aptitude to identify and communicate technical issues to development teams, leadership, and stakeholders.
• Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional environment.
• Detail-oriented with strong organizational and multitasking abilities.

FINANCIAL/QUANTITIVE RESPONSIBILITIES

Affirm Invoice Validation (as needed)

COMPARABLE POSITIONS/PEERS

Operations Analyst / Abegail Mandapat

HOW HAS THE JOB CHANGED/GROWN

N\A

INTERNAL/ EXTERNAL RELATIONSHIPS

N\A

PHYSICAL REQUIREMENTS

N\A

WORKING CONDITIONS

MON - FRI:  Day Shift: 9AM-6PM / Manila Time (9PM-6AM)
Mid Shift: 4PM-1AM / Manila Time (4AM-1PM)
Evening Shift: 9PM-6AM / Manila Time (9AM-6PM)