Production Support Manager
ManoMano
Barcelona, ES
hace 9 horas

Launched in 2013 and following 7 years of strong growth, French Home Improvement tech company ManoMano seems unstoppable!Thanks to the success of our fundraising (300 million euros so far), we now have more than 530 Manas & Manos located across our 3 offices : Paris, Bordeaux and Barcelona.

Our business platforms are represented in 6 countries : France, Belgium, Italy, Spain, UK and Germany. They carry over 4 million products and work with more than 3,000 sellers highly selected.

Proud to be part of the Next 40 since 2019 (Top 40 French startups), we have the objective to reinvent the Home Improvement experience by providing customers a one stop shop solution for easy access to online tips, products and innovative services.

More than anything, joining ManoMano presents a fantastic personal experience, where global projects and core values are underpinned by individual skills.

Our camaraderie, efficiency and employee-focused mindset (particularly important to us!) have led ManoMano to become renowned for the optimal working conditions it provides.

Responsabilities

  • Point of contact for all production support issues with Import and new CASPR Teams
  • Develop relationships and act as Point of Contact with business owners, TAM, Tech, Product, QA, and the platform Sellers.
  • Arrange, prioritize, and monitor Import Team workload and shifts to ensure coverage.
  • Provide additional support to existing production support procedures.
  • Monitor alerts and escalate issues as needed
  • Provide triage and handoff of more complex bugs to the appropriate Engineering team, and provide clear communication on resolution progress
  • Provide regular status reports via JIRA, email, and Slack to management on urgent bugs, application status, and other metrics.
  • Collaborate with management and other teams to improve and customize reports related to production support.
  • Prioritize issues raised, manage team investigation, provide communication and status, and resolve bugs accordingly.
  • Coordinate escalation, resolution, and root cause investigations of major issues.
  • Report promptly to management and business partners regarding critical issues until resolution.
  • Manage off-shore, outsourced vendor to an SLA and execution of critical situations.
  • Allocate resources to resolve problems / incidents.
  • Coordinate communication within ManoMano about production support issue impact on scope, budget, risk and resources.
  • Analyze, document, and improve existing Production Support processes
  • Requirements

  • Strong prioritization and organizational skills
  • Sense of urgency and ability to focus on the top priority
  • Ability to create strong trust relationships with internal and external customers
  • Reporting and metrics skills (spreadsheets, JIRA, etc)
  • Comfort with a high level of visibility
  • Excellent written and spoken communication skills
  • Previous team management experience
  • Experience interacting with and managing remote teams
  • Fluent English
  • Nice to have :

  • Technical knowledge of APIs, Java, ecommerce technology
  • Previous Production Support experience
  • Previous Project Management experience
  • Spanish and / or French skills
  • Benefits

  • Permanent Contract.
  • Flexible Working Hours.
  • Medical Assurance.
  • Gym.
  • Ticket Restaurant & Ticket Transport.
  • 30 working days of holidays.
  • Open Space Office Next to Sagrada Familia in Barcelona.
  • Fresh food & snacks.
  • Thematic Teambuilding’s.
  • If all the above rings a bell, it probably means that we are meant to meet each other ! Please get in touch. So, come and plant the seeds of your success and gather the fruits of your labour

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