Senior Ecommerce Customer Operations Manager
Current• Deliver end-to-end application support for the eCommerce MarketHub application which is an integral part of Shell’s eCommerce portfolio and provides real-time interfaces for customers in the lubricants, fuels, and retail businesses.• Responsible for all eCommerce MarketHub application incident tickets and am the first point of escalation for the business and IT, managing the diagnosis of the incident and execution of any operational efforts to resolve. • Preside over the engagement of hardware and infrastructure support teams and third-party vendors (including Offshore Wipro, IBM, T-Systems, AT&T, Microsoft & SAP) all with strict SLA management.• Installed and maintained the Ansible Tower instance and developed dozens of Ansible tasks to automate support activities, support application deployments, and system updates.• Installed and maintained the Jenkins automation server and developed several pipelines to implement full code releases as well as patch releases.• Design and conduct in-depth incident review processes with the key business stakeholders which allow the business to provide input on incident prioritization giving them the most bang for their IT buck.• Intervene and communicate on key business escalations by bringing to bear all resources necessary to solve the issue or preventing non-critical issues from mistakenly being escalated by the business.• Serve as a significant support in the forensic analysis of suspected security incidents and providing key inputs on Business Control Audits, etc.• Advise, establish, and implement best practices on application monitoring and smoke testing using tools such as One BSM, Dynatrace, Selenium, etc.• Spearheaded and implement effective and stable operational processes and solutions (for example the ShellSource GSAP enabler project or the Adobe AEM backup procedures)
