Giza Jacob

Experience

• 

  Infosys

  Nov 2007 - Jan 2011

  Senior Software Engineer

  Technology- IBM WCS-6 worked for Sears Holdings, US

• 

  Tryzens

  Feb 2011 - now

  - • Ensure customers have with a high level of confidence that their issue is being dealt with promptly, professionally, with due care and attention• Maintain an effective and professional support relationship between Tryzens and our key clients• Ensure that we deliver regular updates on all open issues to customers at the agreed service level.• Be the first point of escalation for the customer.• Prioritize and respond to service levels for all support issues • Conduct weekly client update meetings with associated reporting• Understanding of the retail eCommerce Life Cycle, Platforms and Concepts• Working with Ecommerce Solutions, IBM Websphere Commerce and Demandware • Give technical assistance• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems• Issue Prioritisation and Tracking • Experience in providing services to agreed SLA’s• Ownership, management and progress of multiple concurrent support issuesCurrently working with clients such as Debenhams Weddings/ International sites, The Works, Tally Weijl, Waitrose which are on IBM WCS-7.0 and JD Sports on IBM WCS 6.0.Also managing sites which run on Demandware Platform such as Charlotte Olympia site. Getting more familiarized in Business Manager tool and build and replication process as well. Show less

  • Live Operations Manager- UK/EU

    Apr 2016 - now

  • Technical Support Analyst

    Apr 2014 - Mar 2016

  • WCS Consultant

    Feb 2011 - Mar 2014