IL
E-commerce Operations & Support Manager
ICONMA, LLC
🇺🇸 United States
Hybrid
Manager or above
1 month ago
- GCP
- triage
- ServiceNow
- Jira Service Management
- PagerDuty
- Datadog
- Splunk
- Incident Management
- Shopify
- Salesforce
- Magento
- Adobe
- SAP
- ITIL
1 month ago
Responsibilities:
- 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., 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.
- E-commerce domain experience
- Operation experience/, ITSM Methodologies
- Cloud operations on GCP/ other cloud platforms
- 12.00 Years of Experience
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
E-commerce Operations & Support Manager · ICONMA, LLC