Highlights
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. 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.
Numbers & Facts
| Location | Phoenix, AZ |
| Industry | Management Consulting Services |
| Salary | $50 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Description
Our client, a IT Services and Consulting company, is looking for a E-commerce Operations & Support Manager for their Phoenix, AZ/Hybrid location.
Responsibilities:
Requirements:
Why Should You Apply?
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
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.