The Digital Experience Support Lead is essential in ensuring the 24/7 availability, stability, security, and seamless support of APAC Digital Services delivered through the DDC Digital Towers.
This role demands a strategic mindset and close collaboration with cross-functional teams and stakeholders to establish and maintain well-defined processes and an up-to-date Support Matrix across all Digital Towers.
The responsibilities include overseeing a range of services such as DXP, SAP, ERP, VMS, Incadea, among others, covering both the digital front-end and backend operations.
Job role and responsibilities:
- Support Matrix Management: Develop, maintain, and regularly update a comprehensive Support Matrix for all Digital Towers, ensuring strict adherence to established support processes and procedures.
- Service Oversight: Take ownership of designated services including DXP, SAP, ERP, VMS, and Incadea. Monitor and ensure the performance and reliability of both digital front-end and backend operations.
- Collaboration: Work closely with APAC Market Country Managers to gather feedback, and partner with the APAC Solutions Delivery Team to align support strategies with Global Platforms based on project requirements.
- Issue Resolution: Lead the resolution of complex technical issues, ensuring timely and effective solutions. Provide guidance to support teams and escalate issues when necessary.
- Process Improvement: Continuously assess and refine support processes to enhance efficiency and effectiveness, identifying opportunities for automation and implementing improvements where applicable.
- Communication: Maintain clear and consistent communication with stakeholders, providing regular updates on support performance and issue resolution.
- Documentation: Ensure that documentation for support processes, troubleshooting steps, and system configurations is accurate and kept up-to-date.
Skills and Experience required:
- Bachelor’s degree in a related field.
- Proven experience in a similar role, preferably in Digital Services, Finance or Business experience.
- Strong understanding of DXP, SalesForce, APIs, SAP, ERP, VMS, Incadea, and related technologies.
- Solid understanding of ITIL practices and familiarity with agile methodologies.
- Demonstrated experience in leading and managing teams, including setting goals, providing feedback, and promoting professional growth.
- Excellent problem-solving and analytical skills, with the ability to assess complex infrastructure issues and propose effective solutions.
- Strong project management skills, with the ability to prioritize tasks, manage timelines, and deliver projects within scope and budget.
- Experience in collaborating with cross-functional teams.
- Knowledge of industry best practices in digital experience support.
Who are looking for:
- They will consistently collaborate, actively seeking and integrating business input while engaging all key stakeholders.
- They possess a genuine passion for fostering a culture of service excellence.
- Flexible and adaptable, this individual thrives in a dynamic environment, readily navigates ambiguity, overcomes setbacks, and focuses on finding solutions rather than dwelling on problems.
- A confident and articulate communicator with personal presence and gravitas, they will effectively influence, engage, and challenge others to gain understanding and commitment to their agenda.
- Energetic and engaging, they will be friendly and approachable, positively representing the Global IS Team.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
