20348 – Technology Operations & Support Lead, Digital

June 16, 2022
Job Type
$155K - $165K
Job ID Number


Position Overview

Oversee the Digital Technology Production Operations team in the US, EU and India.


• Oversee the Digital Technology Production Operations team in the US, EU and India Grow processes and issue ownership for operational support status of all global ecommerce sites including related internal and third-party applications and services that support the ecommerce platform to scale to the growing needs of the organization.
• Leverage hands-on experience to lead a global team to triage and escalate issues to third level support as appropriate.
• Ensure Prod Operations team on Logs, tracks and communicates effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
• Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
• Report on weekly metrics to track adherence to SLAs and KPIs, both for support processes and system availability.
• Provide guidelines for all incident management escalation and communication for all production support team.
• Manage all security audit processes and procedures.
• Maintain quality service by establishing and enforcing organizational standards.
• Provide operational documentation and knowledge base standards to streamline incident resolution.
• Demonstrate the ability to complete multiple tasks under pressure.
• Provide training and mentoring for production operations team.

Experience, Skills & Knowledge

• Demonstrated progressively responsible work experience in computer science, information systems, project management or another related field.
• 8+ years hands on technical experience in ecommerce or OMS development, software quality assurance or infrastructure environments.
• Minimum 3 years managing a global team.
• Previous Sales Force Commerce Cloud (formerly Demandware) and Sterling OMS experience required.
• Knowledge of the ecommerce business model (i.e., Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.).
• Ability to interact effectively with internal business teams, at different levels of the organization.
• Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.
• Self-motivated and results oriented.

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