Director, Technology - ESRE (OMS/WMOS)

Director, Technology - ESRE Ecomm

Job Description

About the Role

The Enterprise Site Reliability Engineering (ESRE) E Commerce Support Director will lead a high-performing team responsible for ensuring the availability, reliability, performance, and operational excellence of the e-commerce ecosystem. This role oversees incident management, service operations, platform stability, continuous improvement initiatives, and cross-functional coordination with Engineering, Product, Infrastructure, and Customer Experience teams.

Responsibilities

• Lead day-to-day support operations for all e-commerce platforms, services, and integrations.
• Own the complete incident lifecycle including identification, triage, escalation, communication, and post-incident reviews.
• Ensure SLAs, SLOs, and KPIs related to uptime, latency, and platform health are consistently met.
• Drive continuous service improvements through automation, tooling, and process optimization.
• Manage, mentor, and develop ESRE support engineers and leads across onshore and offshore locations.
• Establish a culture of ownership, accountability, operational rigor, and high performance.
• Provide coaching, performance evaluations, and career development guidance.
• Oversee monitoring, observability, alerting, and proactive detection of system anomalies.
• Partner with Engineering and Infrastructure teams to deliver fixes, optimizations, and resiliency improvements.
• Ensure readiness and execution support for peak seasons and high-traffic sale events.
• Act as a liaison between Operations, Engineering, Product, Security, and business stakeholders.
• Participate in roadmap reviews, launch readiness activities, risk assessments, and production deployment planning.
• Communicate platform health, operational risks, and improvement plans to leadership.
• Champion automation to reduce manual operations and increase team velocity.
• Drive adoption of internal tools, dashboards, runbooks, self-service solutions, and operational documentation.

Criteria

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 20+ years of experience in the IT industry.
• 8+ years of experience supporting enterprise-scale Java/J2EE web applications or platform operations.
• 5+ years of experience managing technical teams in a 24x7 or high-availability environment.
• Strong understanding of e-commerce ecosystems including checkout, payments, catalog, order management, loyalty, and APIs.
• Experience with monitoring and observability tools such as ELK/Splunk, AppDynamics/Dynatrace, Grafana, and RUM tools.
• Deep expertise in incident management and operational best practices (ITIL knowledge preferred).
• Ability to manage complex technical issues and lead teams effectively under pressure.
• Strong verbal and written communication skills with experience presenting to senior leadership.