E-commerce Operations & Support Lead

Net2

Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap – Right Talent – Right Time – Right Place – Right Price and acting as a Career Coach to our consultants.

• 3. Cloud operations on GCP/ other cloud platforms
• 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.

• 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.

Regards,

Sr. Account Manager - Enterprise Business

Net2

Source Inc.

Office: 270 Davidson Ave, Suite 704, Somerset, NJ 08873

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