VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML's specialist health network, VML Health, is one of the world's largest and most awarded health agencies. VML's global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.
About WPP
WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
Job Title : Operations Support Analyst
Location: Remote (Shift- 5:30 AM - 12 PM)
Type of position: Fulltime
Experience: 7+ Years
The opportunity:
Operations Support Engineer is critical in the day-to-day operation and management of a number of client's ecommerce service(s). This role will work as part of a wider Operations team responsible for delivery and support across varying technology stacks such as legacy-hosted infrastructure and AWS.
The Operations Support Engineer will work closely with the account technical teams (Developers, SRE's, DBA's and other and SME's) and the management teams to ensure all support tasks and activities are conducted to maintain the clients service is operating smoothly.
What you'll be doing:
- To perform daily checks & a variety of support tasks within the support team
- Monitor live system telemetry and investigate any potential issues
- Pick up incidents, investigate the root cause and follow their lifecycle through to resolution
- Take a proactive approach to all incidents and problems raised
- Ensure customers are updated and tickets are managed with the correct level of information
- Interact with surrounding support teams to consult on issues and escalate to the SME's where needed
- Address a variety of ad-hoc queries and run various reports where needed.
- Always demonstrate ownership to the customer and within the team
- Data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free and jobs complete on time.
- Creating and updating runbooks for any live incidents investigated and actioned
- engage in scheduled work to undertake system upgrades & deployments
This role will require working on an on-call rota addressing issues out of hours.
What we want from you:
- Recent experience with ecommerce solutions, Salesforce Commerce Cloud, HCL Commerce or Adobe Commerce being advantageous.
- Solid Unix experience including UNIX, SOLARIS AIX, LINUX, Windows
- Unix scripting (e.g. perl and bash)
- Strong Observability experience
- Strong AWS experience
- Extensive trouble shooting experience
- Exposure to a coding language such as Java
- Experience with databases such as SQL
- Understanding of MySQL and/or SQL querying
- Exposure to frontend troubleshooting e.g. JS and CSS
- Exposure to Jenkins, terraform, or Kubernetes
- Exposure to Git, Docker
- Understanding and practical experience of ITIL or Agile Service Management best practice frameworks
- Continuous improvement
- Data driven approach
- Excellent all-round communication skills
- Good customer service skills and a good understanding of customer focus and updates
- Good time manager and able to multi-task
- Excellent delivery focus and commitment
- Team player, able to learn/adapt quickly and take responsibility
Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.
Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.
We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.
We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury's, Selfridges, Shell and Tiffany & Co. We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we're looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client's successes and believe that anyone can show creative bravery no matter what their role is in the team.
WPP (VML Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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