Job Description:
The Global Digital Products Support and Maintenance Lead is part of Global Petcare Digital Products organisation and plays a critical role in ensuring the stability, performance, and continuous improvement of our digital products and platforms. This role is responsible for leading technical support operations, driving incident and problem resolution, coordinating change and release management, and collaborating with cross-functional teams to deliver an exceptional user experience. The position requires a strong balance of technical expertise, leadership, and customer-centric thinking to support business goals and product innovation.
This role offers a unique opportunity for internal talent to step into a leadership position, leveraging cross-functional collaboration and existing knowledge of internal tools and processes to enhance operational efficiency and user satisfaction across the organisation.
Key Responsibilities
End-to-End Product Support: Lead and manage support operations for digital products, ensuring timely and effective resolution of technical issues and maintaining high product reliability. Act as the escalation point for complex problems and drive continuous improvement in support processes.
Incident and Problem Management: Develop and maintain robust incident and problem management frameworks, ensuring rapid identification, prioritization, and resolution of issues in alignment with service-level agreements (SLAs). Conduct root cause analyses and implement permanent solutions to prevent recurrence.
Change and Release Coordination: Plan, schedule, and oversee product changes, updates, and releases. Collaborate with development, testing, and deployment teams to ensure seamless implementation with minimal disruption to business operations.
Performance Monitoring and Optimization: Utilize performance monitoring tools and metrics to proactively identify trends, bottlenecks, and areas for improvement. Implement solutions to enhance scalability, reliability, and product performance.
Documentation and Knowledge Management: Develop and maintain comprehensive technical documentation, troubleshooting guides, and best practices. Promote knowledge sharing within the support team and the wider organization.
Vendor and Stakeholder Collaboration: Engage with external vendors and service providers to resolve issues, manage support contracts, and align on product improvements. Ensure adherence to contractual obligations and service-level expectations.
Customer-Centric Continuous Improvement: Analyze user feedback, satisfaction surveys, and support metrics to prioritize enhancements and develop initiatives that improve the overall user experience.
Leadership and Team Development: Inspire and mentor a team of support specialists, fostering a culture of continuous learning, collaboration, and accountability. Set clear objectives and provide regular feedback to drive performance and professional growth.
Cross-Functional Coordination: Work closely with business product teams, development, DevOps, and infrastructure teams to ensure cohesive support for the entire product lifecycle, from development to maintenance and optimization.
Context and Scope
This role operates within a global, fast-paced technology environment, requiring strong cross-functional collaboration with other Mars teams such as GDO, Product Development Teams, etc. and the ability to manage multiple priorities. The successful candidate will balance operational excellence with a strategic approach to continuous improvement and innovation.
Job Specifications/Qualifications
1. Education & Professional Qualification
Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
2. Knowledge/Experience
Proven experience in support and maintenance of digital products or platforms, with a track record of managing E2E technical support operations. Strong understanding of incident, problem, change, and release management frameworks and best practices. Proficiency in performance monitoring tools, analytics, and root cause analysis techniques. Demonstrated experience in vendor management and collaboration with external service providers. Strong leadership skills, with a passion for mentoring and developing high-performing teams. Excellent communication and stakeholder management abilities, with a customer-first mindset. Experience working in Agile or DevOps environments is a plus.
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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.