The opportunity:

Magento Support Operations Analyst is critical in the day to day operation and management of a number of clients ecommerce service. This role will work as part of a wider Operations team that will be responsible for delivery and support across varying technology stacks such as legacy hosted infrastructure, GCP, AWS, and Azure and Ecommerce platforms such as Magento 1 and 2. 

The Magento Support Operations Analyst will work closely with the account technical teams (Developers, SysAdmins, 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  
• provide guidance and support to colleagues and junior members of the team where needed 
• to pick up incidents, investigate the root cause and follow their lifecycle through to resolution 
• take a pro-active 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. 
• demonstrate ownership at all times 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 
• engage in scheduled work to undertake system upgrades & deployments 
• mentoring more junior members of the team 
• Participate in an on-call rota addressing issues out of hours. 

What we want from you:

Technical Skills:

• Strong Magento knowledge: This is a must-have. The candidate should have a deep understanding of Magento's architecture, functionalities, and common issues. Experience with both Magento 1 and Magento 2 is highly desirable.
• Server administration (Linux): Experience managing web servers (Apache/Nginx), databases (MySQL/MariaDB), and caching systems (Redis/Varnish) is crucial for troubleshooting and performance optimisation.
• Command-line fluency: Comfort using command-line interfaces for server management, log analysis, and troubleshooting is essential.
• Web technologies: Solid understanding of HTML, CSS, JavaScript, PHP, and XML is necessary for diagnosing and resolving front-end and back-end issues.
• Troubleshooting and problem-solving: The ability to systematically identify, analyse, and resolve technical issues is critical.
• Basic networking knowledge: Understanding of networking concepts like DNS, firewalls, and load balancing is beneficial.
• Experience with monitoring and logging tools: Familiarity with tools like New Relic, Datadog, or similar is beneficial for proactive issue identification and performance monitoring.

Soft Skills:

• Excellent communication skills: Clear and concise communication is vital for interacting with clients, developers, and other stakeholders.
• Strong analytical and problem-solving skills: The ability to think critically and find solutions to complex technical problems is essential.
• Time management and prioritisation: The ability to manage multiple tasks and prioritise effectively is crucial in a fast-paced environment.
• Teamwork and collaboration: Working effectively with developers, other support staff, and clients is essential.
• Customer service orientation: A positive and helpful attitude is crucial when interacting with clients experiencing technical difficulties.

If you know some of this, even better:

• Experience with cloud platforms: Familiarity with AWS, Google Cloud, or Azure is a plus, especially for managing Magento instances hosted on these platforms.
• Knowledge of DevOps practices: Experience with CI/CD pipelines, automation tools, and infrastructure-as-code is highly beneficial.
• Magento certifications: Holding relevant Magento certifications demonstrates expertise and commitment to the platform.
• Experience with other eCommerce platforms: Familiarity with platforms like SFCC, Shopify, BigCommerce, or WooCommerce can be valuable.
• Knowledge of security best practices: Understanding of web application security and experience implementing security measures is a plus.

In return, this is what they can expect from us:

• Hybrid way of working (2 office days/ 3 days from home)
• Private health insurance package (for employees working with us for a year and more)
• International and inhouse training possibilities
• Education budget to suit your own development
• International projects
• Diverse teams (in 2023 our office won the "Most Diverse Company" special award in the Loveable Workplace competition)

And there's more:

• Kid and dog friendly office
• Annual team building days and many fun events
• Award-winning and well-equipped office

AT VML Enterprise Solutions

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.

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