ITSM manager - Ecommerce

About the role

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.

Responsibilities

• 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.
• 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., ServiceNow, Jira Service Management, PagerDuty, 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.

Requirements

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 ServiceNow 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.

Qualifications

To be considered, candidates must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Pay

The annual salary for this position is between $63,000 to $ 99,500 depending on experience and other qualifications of the successful candidate.

Schedule

This is a hybrid position requiring 3 days a week in a client office in Phoenix, AZ. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.