E-commerce Operations & Support Manager

We are looking for a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and continuous evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident, process gap, or tooling limitation is turned into a lasting improvement.

This is a hands-on leadership role for someone who thrives at the intersection of technical depth and operational rigor: someone who can diagnose a production P1 in the morning, chair an ITSM governance review in the afternoon, and ship an automation workflow by end of week.

· Own end-to-end operational health of e-commerce platforms (storefront, checkout, OMS, product catalogue, payment gateways, and third-party integrations).

· Oversee Google Cloud Platform (GCP) operations, ensuring reliability, cost optimization, performance, and security across all hosted commerce workloads.

· Supervise and mentor the GCP operations team, driving accountability, technical excellence, and adherence to SRE and cloud governance best practices.

· Lead daily operational calls (stand-ups, incident triage, health checks) and ensure smooth transition of support coverage to offshore teams.

· Perform daily analysis of incidents, trends, and platform performance, driving proactive fixes and continuous improvement.

· Provide on-call support on a daily basis (during business hours) until offshore coverage begins, ensuring no operational gaps.

· Participate in a rotational weekend on-call schedule, ensuring platform stability and timely response to critical incidents.

· Partner with product and engineering teams to ensure platform changes are operationally ready — runbooks, rollback plans, and monitoring in place before go-live.

· Define and enforce ITSM best practices across incident, problem, change, and request management for commerce operations.

· Own and evolve the tooling stack used by the support and operations team (e.g., Service Now, Jira Service Management, Pager Duty, Datadog, Splunk).

· Lead the L2 production support function for all e-commerce services — triaging escalations from L1, owning resolution end-to-end, and ensuring clean handoffs to L3/engineering when required.

· Build and maintain L2 runbooks, escalation paths, and knowledge-base articles to reduce time-to-resolution and enable consistent support quality.

· Define and track support SLAs and OLAs; own performance reporting to senior stakeholders.

What you need to have to be considered

· Minimum 8+ years of experience in e-commerce operations, platform engineering, or a related discipline, with at least 2 years in a lead or management capacity.

· Strong experience managing cloud operations on GCP, including monitoring, incident management, cost control, and performance tuning.

· Proven experience leading and supervising cloud/platform operations teams with hands-on involvement in critical issue resolution.

· Proven hands-on experience with major e-commerce platforms (Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce, or equivalent).

· Deep working knowledge of ITSM frameworks and tooling — ITIL v3/v4 certification strongly preferred; experience operating Service Now or Jira Service Management at scale.

· Track record leading L2 production support teams in a commerce or high-availability environment, including incident command experience for critical outages.

· Demonstrated delivery of continuous improvement or automation initiatives with measurable operational outcomes.

Mandatory skills:
1. E-commerce domain experience
2. Operation experience/, ITSM Methodologies
3. Cloud operations on GCP/ other cloud platforms

Years of experience required: 8+