*Position : ATG Lead*
*Location : Los Angeles, CA*
*Duration : 6+ Months*

*Job Description:*
Must Have Skills:  10+ years ecomm experience, ATG, support, good

*Roles / Responsibilities:               *
Overall owner for all the services like Incident management, problem
management and enhancements tracks, Escalation management, onsite/offshore
interaction, peak planning, etc.
customer communication, governance and status reporting.
Work with offshore management to deliver Weekly, Monthly and Quarterly
Monitor the team backlog and route the tickets to onsite/offshore engineers.
Do ticket trend analysis and come up with incident reduction plan, backlog
reduction plan, et, Identify root-cause and create RCA documents.
Create change controls, Interact and communicate with offshore,
support/dev/business teams.
Create/update/close incident/defect tickets, Keeping an eye on feeds
pertaining to item, Item price and nightly Normal Sync job.
Establishes policies designed to ensure consistently high service
performance, monitors employees and evaluates customer feedback to develop
quality improvement processes, excellent leadership and people management
Able to demonstrate initiative and a proactive approach to daily tasks

*Mazhar Khan*
*Sr. Recruiter *
*Canopy One Solutions, Inc.*
*Desk: 703-831-8282 Ext. 227*
*Fax: 703-439-2550*
*Email: maz...@canopyone.com <maz...@canopyone.com>*

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