Engineer II - Order Lifecycle App Support Job in Bangalore at Wayfair

Wayfair is hiring for the role of Engineer II - Order Lifecycle App Support!

Responsibilities of the Candidate: 

• Respond promptly to incidents affecting the order management systems used by the Customer Service team by working through a ticket queue within the ServiceNow ticket platform.
• Troubleshoot and resolve issues with order management tools and customer relationship management (CRM) tools to minimize disruption to customer service operations.
• Act as a critical player in major incident response scenarios, working closely with platform engineers to quickly restore service and mitigate the impact on customers and the business. 
• Collaborate closely with platform engineers to provide constructive feedback on the order management tools, identifying areas for improvement and prevention of future issues.
• Extract and analyze patterns from incident reports to propose improvements for the order management system and CRM.  
• Add to and maintain a known error database (KEDB) in conjunction with team members. 
• Develop and maintain documentation for troubleshooting procedures and incident resolution.
• Document, organize and track incidents into problems so they can be escalated to the appropriate platform engineering team for resolution.
• Communicate and work closely with business stakeholders and engineering partners. 
• Provide training and support to junior and new team members that covers systems, policies, procedures, and core processes. 
• Train, build, and share knowledge with our end-user support teams that enable them to better support their stakeholders and solve issues.
• Recognize inefficiencies, assess conditions, & work with service ownership to develop an advantageous solution.
• Identify business problems and propose solutions.
• Be responsible for driving and maintaining team ticket service levels.
• Be agile to stay up-to-date with new features and workflows that are added to the order management systems.

Requirements: 

• Proven experience in technical support or a similar role, with a focus on incident response and troubleshooting
• Strong understanding of order lifecycle management and customer service processes
• Excellent problem-solving skills and the ability to work under pressure during major incidents
• Effective communication skills, with the ability to convey technical information to non-technical stakeholders
• Experience working with cross-functional teams to improve tools and systems
• A customer-centric mindset, with a commitment to ensuring a high-quality experience for both internal users and external customers
• Proficient in SQL scripting: Experience constructing statements/scripts to manipulate data to help remove roadblocks/obstacles that may be impacting workflows on the floor
• Proficient in data analytics and visualization tools: Datadog, Kibana and Google Big Query