DevOps Sr. Manager

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets.

About the role

Based in RL - Nutley, NJ, this DevOps Lead role will work in partnership with Global Digital teams, leveraging strong technology and analytical skills to enable production support and operations of digital systems. The Senior Manager of DevOps will lead a team of engineers to design, build, and maintain highly scalable and automated systems, focusing on automation, infrastructure as code (IaC), and fostering a culture of continuous improvement.

This role is responsible for leading the production support engagement of Ralph Lauren websites in North America, Europe, and APAC, supporting Composable and ecommerce business applications. The successful candidate will follow a disciplined approach (Agile & Production Ops) in managing work and communicating effectively while adhering to established IT guidelines (security, project processes, etc.).

Responsibilities

• Serve as the point of contact and issue owner for the operational support status of all global ecommerce sites (as assigned), including related internal and third-party applications and services that support the ecommerce platform.
• Log, track, and communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve, and report on root-cause issues.
• Leverage hands-on experience to lead the team in triaging and escalating issues to third-level support as appropriate.
• Work closely with developers, release managers, and first-level service desk support to facilitate acceptance and release of new systems and features.
• Produce scheduled reports on the health status of assigned applications and services.
• Obtain, collate, assess, and present information from various operational service providers; draft and coordinate remedial action plans for any failed health status measures.
• Report on weekly metrics to track adherence to SLAs and KPIs, both for support processes and system availability.
• Provide incident management escalation and communication for all production support incidents.
• Create and maintain operational documentation and knowledge base to streamline incident resolution.
• Maintain quality service by establishing and enforcing organizational standards.
• Demonstrate the ability to complete multiple tasks under pressure.
• Proactively build relationships by being operations-oriented and focused on commitments and deliverables.
• Work flexible hours, including shifts or on-call, to meet project deadlines or address production issues.
• Mentor and train junior resources for production support and operations.

Requirements

• BS in Computer Science, Information Systems, or other related field, or equivalent work experience.
• Minimum of 8-10 years of hands-on technical experience in development, software quality assurance, or infrastructure environments to work in a collaborative, fast-paced, diverse work culture.
• Hands-on experience with version control tools (Git, Bitbucket) and CI/CD tools (Jenkins, Pipelines, etc.).
• Knowledge of the ecommerce business model (e.g., fulfillment/shipping needs, customer service, user experience, promotions planning).
• Experience with Salesforce Commerce Cloud (formerly Demandware) and IBM Sterling OMS; React JS experience preferred.
• AI & Machine Learning experience is a plus.
• Strong organizational, time management, communication, process orientation, and problem-solving skills with multiple clients, vendors, and projects.
• Proficiency in Microsoft Office and JIRA.
• Some experience in analysis and documentation of functional requirements for ecommerce projects.
• Self-motivated and results-oriented with the ability to work effectively individually and in a team environment.
• Limited evening and weekend work may be required.
• Excellent verbal and written communication skills with a proven ability to partner with stakeholders inside and outside of IT, as well as vendors and other external entities.
• Demonstrated ability to manage multiple tasks and support projects, prioritize, and adapt to a changing technology environment.
• Strong sense of accountability and ownership, especially for managing the production support of digital systems.