Giza Jacob

Giza Jacob

Senior Software Engineer

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location of Giza JacobThiruvananthapuram Taluk, India

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  • Timeline

  • About me

    Live Operations Manager - UK/EU at Tryzens

  • Education

    • MBCET, trivandrum

      2003 - 2007
      Electronics and Communications Engineering Electrical, Electronics and Communications Engineering
  • 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
  • Licenses & Certifications

    • PRINCE2® Foundation Certification Training

      AXELOS Global Best Practice
      Jan 2020
    • ITIL Operational Support and Analysis (ITIL-OSA)

      AXELOS Global Best Practice
      Jan 2018
    • ITIL® Foundation Certification

      BCS, The Chartered Institute for IT
      Nov 2014
    • IBM rational application developer v6 certification

      IBM
      Jan 2010
    • IBM Websphere Commerce v6

      IBM
      Jan 2009
  • Honors & Awards

    • Awarded to Giza Jacob
      Tryzens Leadership Award Tryzens 2016 Has contributed to the growth of business, enriched customer experience and enhanced service delivery