Role & Responsibilities:

Efficient Process & Communication:

- Develop, document, and roll out the incident support process for the marketing universe, including clear escalation paths and defined Service Level Agreements (SLAs).

- Person will be responsible for site health monitoring; specifically for Marketing pages for (all regions, US, latam. etc).

- Existing framework of datadog is setup for E-comm pages. Similar setup will be used for marketing pages. It will be preferred that the candidate has some experience in setting up framework for a new implementation.

- Map end-to-end user journeys in partnership with the Marketing team, identifying critical touchpoints and potential failure points.

- Establish a user journey priority matrix to guide incident escalation and triage.

- Regularly communicate with stakeholders, including weekly touchpoints with Marketing and monthly reporting on usage metrics and operational performance.

Proactive Monitoring:

- Design and implement synthetic monitoring to simulate key user journeys 24/7, promptly reporting deviations and incidents for investigation.

- Data Dog is used for RUM and synthetic monitoring. Data Dog is a mandatory tool. Person should have at least 2 years of experience in this tool (non-negotiable)

- Enable Real User Monitoring (RUM) across all marketing pages to capture data on performance (page load times, web-vitals), user behavior (heatmaps, device types, geography), and experience quality.

- Collaborate with the Global Command Center to onboard and train them on new support processes, monitoring tools, and priority matrices for incident response.

- Continuously extend monitoring coverage for new or modified pages and features within the marketing universe.

Data-Driven Operations:

- Develop and maintain dashboards (using PowerBI, Tableau, or similar tools) to visualize incident trends, SLA adherence, and usage metrics from both synthetic and real user monitoring.

- Person may optionally have experience in building PowerBi/ Tableau dashboard (Optional). If the person does not have this skill, the individual should be trainable in creating dashboard (Groomable)

- Analyze monitoring data to identify patterns, root causes, and opportunities for proactive improvements.

- Collaborate with internal teams (Commercial Engineering, Technology, Business Units) to ensure seamless integration of marketing forms/pages and proper transaction tracking.

- Leverage the in-house Digital Operations Monitoring Application for custom reporting and alerting needs.

Incident Management & Stakeholder Engagement:

- Act as the primary point of contact for major incidents impacting marketing pages, driving resolution and post-mortem analysis.

- This person is not responsible for resolving the incidence

- Engage with stakeholders to ensure transparency in incident status, resolution, and ongoing improvements.

- Participate in on-call rotations to support marketing pages during releases and critical windows.

Continuous Improvement:

- Identify and implement process improvements to drive operational excellence, reduce incident volume, and enhance customer experience.

- Stay abreast of new tools, technologies, and best practices in digital marketing operations.

Ideal Candidate:

Qualifications & Experience (Must have):

- Bachelor's degree in computer science, Information Systems, or a related field.

- 6+ years of experience in a digital operations or marketing operations role, with hands-on experience in monitoring, incident management, and process improvement.

- Strong understanding of synthetic and real user monitoring concepts and tools such as Data Dog and dashboard monitoring.

- Excellent communication, stakeholder management, and project management skills.

- Ability to work cross-functionally in a fast-paced, dynamic environment.

- Proven track record of driving operational excellence and continuous improvement.