Manager, Technology - ESRE Ecomm

Williams-Sonoma•San Francisco, CA

About The Position

The Enterprise Site Reliability Engineering (ESRE) E Commerce Support Manager will lead a high-performing team responsible for ensuring the availability, reliability, performance, and operational excellence of the e-commerce ecosystem. This role oversees incident management, service operations, platform stability, continuous improvement initiatives, and cross-functional coordination with Engineering, Product, Infrastructure, and Customer Experience teams.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related field.
10+ years of experience in the IT industry.
5+ years of experience supporting enterprise-scale Java/J2EE web applications or platform operations.
3+ years of experience managing technical teams in a 24x7 or high-availability environment.
Strong understanding of e-commerce ecosystems including checkout, payments, catalog, order management, loyalty, and APIs.
Experience with monitoring and observability tools such as ELK/Splunk, AppDynamics/Dynatrace, Grafana, and RUM tools.
Deep expertise in incident management and operational best practices (ITIL knowledge preferred).
Ability to manage complex technical issues and lead teams effectively under pressure.
Strong verbal and written communication skills with experience presenting to senior leadership.

Responsibilities

Lead day-to-day support operations for all e-commerce platforms, services, and integrations.
Own the complete incident lifecycle including identification, triage, escalation, communication, and post-incident reviews.
Ensure SLAs, SLOs, and KPIs related to uptime, latency, and platform health are consistently met.
Drive continuous service improvements through automation, tooling, and process optimization.
Manage, mentor, and develop ESRE support engineers and leads across onshore and offshore locations.
Establish a culture of ownership, accountability, operational rigor, and high performance.
Provide coaching, performance evaluations, and career development guidance.
Oversee monitoring, observability, alerting, and proactive detection of system anomalies.
Partner with Engineering and Infrastructure teams to deliver fixes, optimizations, and resiliency improvements.
Ensure readiness and execution support for peak seasons and high-traffic sale events.
Act as a liaison between Operations, Engineering, Product, Security, and business stakeholders.
Participate in roadmap reviews, launch readiness activities, risk assessments, and production deployment planning.
Communicate platform health, operational risks, and improvement plans to leadership.
Champion automation to reduce manual operations and increase team velocity.
Drive adoption of internal tools, dashboards, runbooks, self-service solutions, and operational documentation.