Director- Enterprise Application Support (Supply Chain)
Job Location- Hyderabad, India (Hybrid)
Role Overview
- Leading application support teams responsible for enterprise eCommerce platforms and IBM Sterling OMS.
- The team monitors production Supplychain services, detects issues early, and resolves operational and functional issues.
- As the Director of Enterprise Application Support team, you will play a pivotal role in fostering a culture of continuous improvement while ensuring the robust performance of our systems in a highly transactional, global eCommerce environment.
The role requires deep technical expertise in eCommerce platforms, order management systems, specifically IBM Sterling, and supply chain operations
Impact of the Role
- Foster a culture of continuous improvement while ensuring robust system performance.
- Drive production stability and reliability throughout the year to prepare for peak-volume days and key events.
- Build urgency and accountability around customer problems and solve them quickly to minimize business loss.
- Improve operational efficiencies, supportability of new features, and overall system stability.
- Create a customer-first experience while ensuring high reliability and uptime.
Technology Platforms You Will Work On
- IBM Sterling Order Management System (OMS)
- Enterprise eCommerce platforms
- Supply Chain and Logistics systems
- Inventory Promising and Inventory Sourcing
- Payment Processing, Returns, MDM
- Microservices architecture
- Prometheus, Grafana, ELK, Splunk, Datadog, New Relic
- PagerDuty, Opsgenie
- Enterprise Database platforms and database monitoring tools
Key Responsibilities
- Lead and manage cross skilled team of Application support responsible for supporting, maintaining and scaling eCommerce platform, IBM Sterling order management(OMS) and custom built microservices.
- Provide technical and functional leardership with deep knowledge in the above areas and contribute as a Supply Chain SME in product design, solution design, deployment, business reviwes and third party vendor tool assessment discussion.
- Think strategically to evaluate the current state and create and execute a roadmap to build operational efficiencies, improve supportability of new features, and ensure high stability
- Take a highly accountable, hands-on approach to coach and lead teams to actively fix issues and continuously identify patterns for larger problem-solving efforts to avoid repeat issues.
- Manage leadership communication and ensure priority issues are closed end to end, even when this requires working across teams.
- Work closely with Engineering, DevOps, Product, and Business teams to enhance system performance, optimize workflows, and improve product uptime.
- Develop and enforce disaster recovery and business continuity strategies to minimize service interruptions
- Build urgency and accountability around customer problems and solve them quickly to minimize business loss
- Apply technology and automation to improve monitoring, alerting, and issue resolution.
- Build strong teams with well-defined procedures and runbooks for triage and resolution.
- Build clearly defined and communicated SLAs, issue categories, points of contact, triage and decision trees, and hold teams accountable for them
- Develop and maintain a strong, real-time feedback loop with Development, Product, and Business teams to identify and implement improvements for issues that could be avoided through better design, coding, or monitoring
- Drive production stability and reliability efforts throughout the year to prepare for peak-volume days and key events
- Plan, organize, and manage assignments and operations by prioritizing and directing team activities
- Direct cross-functional teams using interactive and motivational leadership, including hiring, mentoring, performance appraisals, and career development.
- Mentor and guide senior engineers and managers, fostering a culture of growth, collaboration, and accountability
- Define team structure and recruitment strategies to build a strong, diverse team
- Remain highly attentive and responsive to communication
- Operate a computer and communicate via telephone.
Qualifications
- Technology delivery and production support expertise for large-scale omnichannel operations teams
- Experience managing a 24x7 enterprise support organization with the ability to drive incident management and root cause analysis.
- Proven track record of managing and scaling high-performing Operations teams, ideally in eCommerce, supply chain applications, or an enterprise-scale environment.
- Strong expertise in eCommerce platforms, IBM Sterling Order Management System (OMS), and integrated supply chain applications, including logistics, order fulfillment, and inventory management.
- Knowledge of transaction systems, inventory management, and order fulfillment processes
- 15+ years of total hands-on technology experience with a focus on design, development, testing, and support activities.
- 5+ years of manager-level experience in a similar function.
- Experience building, evolving, and coaching teams on technology and process improvements.
- Bachelor's or master's degree in Computer Science or a related field.
Scope & Learnings
Lead enterprise-wide reliability initiatives, shape SRE strategy, drive automation and observability, mentor engineering leaders, and influence technology strategy across Williams-Sonoma's global Supply Chain ecosystem.
Why Join Williams-Sonoma India Technology Center
- Our people-first culture supports career growth and well-being.
- Fortune 500 scale with high ownership and global impact.
- Work on digital commerce platforms serving millions of customers.
- Continuous learning with AI-driven engineering opportunities.
- Flexible hybrid work model.