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.

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.
• 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

• 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.

Skills

• Experience with major e-commerce platforms (Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce, or equivalent).
• Hands-on experience with GCP operations, including monitoring, incident management, cost control, and performance tuning.
• Experience with ITSM frameworks and tooling — ITIL v3/v4 certification strongly preferred; experience operating ServiceNow or Jira Service Management at scale.
• Experience leading and supervising cloud/platform operations teams with hands-on involvement in critical issue resolution.
• Experience with continuous improvement or automation initiatives.

Benefits

• $63,000 to $99,500 annual salary, depending on experience and other qualifications of the successful candidate.
• Discretionary annual incentive program based on performance.
• Medical/Dental/Vision/Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term/Short-term Disability.
• Paid Parental Leave.
• Employee Stock Purchase Plan.