Production Support Executive - Operations, MY Marketplace

Job Description:

• Monitor the health of Shopee MY platform's production systems, including user issues and backend portals.
• Respond to and resolve incidents related to production systems, including user-reported issues, system alerts, and operational problems.
• Collaborate with other members of the production support team, as well as regional PS team, local Product Manager, and internal business stakeholders to troubleshoot and resolve complex issues.
• Document all incidents and their resolutions, including the steps taken to resolve the issue, any workarounds used, and any follow-up actions required.
• Know and able to use Jira platform as the main working tool used by PS team.
• Participate in on-call rotations and be available for after-hours support if needed.
• Continuously review and improve production support processes, procedures, and tools to increase efficiency and reduce the risk of incidents.
• Submit feature improvement request to stop recurring issues/problems from happening.
• Conduct product testing on UAT environment as part of live deployment process for issue troubleshoot, system improvement or new release.
• Report to management on issue tracking and app performance monitoring by analysing the trend.

• Positive and eager to learn attitude.
• 1-3 years of experience in a production support, product management or business analyst. It is a plus if you have dabbled in the eCommerce industry.
• Undeterred to commit to odd working hours, and sometimes weekends to be able to attend to live issues or in attempt to complete projects in a timely manner.
• Ability to solve complex problems by breaking down to manageable phases.
• Good blend of analytical skills, technical knowledge, process expertise and relationship building skills.
• A curious mind providing thought leadership and innovative digital solutions.
• Ability to think strategically and communicate with the ability to engage, influence, and inspire to drive collaboration to make things happen.
• Ability to build strong relationships in a cross-functional environment across the customer journey.
• Independent self-starter that thrives in unambiguous, constantly changing, high pressure environments.
• Clear, effective written and oral communication skills.
• Recognizes opportunities to adopt innovative technologies to enable business capabilities.
• Able to challenge the status quo and drive innovation by generating creative ideas and solutions.
• Keeps up to date on current research and technology in the industry.