Production Support Manager – ESRE OMS Full Time NEW

Job Role – Production Support Manager – ESRE OMS

Job Location – Pune/Hyderabad (Hybrid)

Job Description:

We hope you’re interested in building a home with us. Even if you don’t feel that you meet every requirement listed in this job description, we still encourage you to apply. About The Enterprise Support & Reliability Engineering (ESRE) Team You will be part of the Enterprise Support and Reliability Engineering – Supply chain Support group, supporting our mission of providing frictionless, always-on Supply chain services to the customers, as well as supporting custom business workflow tooling. We monitor the productions Supply chain services, detect issues early, and resolve operational and functional issues As the Manager, Supply Chain of ESRE, 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 technical expertise in Order management systems (specifically IBM Sterling), Warehouse management and Retails supply chain applications.

Responsibilities:

• Lead and Manage a cross skilled team of site reliability engineers responsible for supporting maintaining and scaling our eCommerce platforms and Order/Warehouse Management System: IBM Sterling Order Management , Warehouse management system (Manhattan WMS, IBM or any other leading WMS solution), custom-built micro-services including inventory promising for direct to customer and stores, inventory sourcing, transactional visibility, Payment processing, order management and maintenance, Custom Drop Ship UI, Care Center UI, Returns UI and MDM.
• Provide technical and functional leadership with deep knowledge in the above areas and contribute as Supply Chain SME in the product design, solution design, deployment, business reviews, 3rd party vendor tools assessments discussions.
• Think strategically to evaluate the current state and create and execute a road map to build operational efficiencies, supportability of the new features and ensure high stability.
• A highly accountable with a hands-on approach to coach and lead teams to fix issues actively and continuously identify patterns for a larger problem solve to avoid repeat issues.
• Manage leadership communication and ensure the priority issues are closed end to end even if requires cutting across the 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 about customer problems and solve them quickly to minimize business loss.
• Apply technology and automation to improve monitoring, alerting and issue resolution.
• Build strong teams to have well-defined procedures, run books for triage and resolution.
• Build clearly defined and communicated SLA, issue categories, a point of contact, triage & decision trees and hold teams accountable for it.
• Develop and maintain a strong and real-time feedback loop with the development, product and business teams to alert and implement on 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 the activities of the team.
• Direct cross-functional teams using interactive and motivational leadership; acknowledged for mentoring, performance appraisals & career development of the team.
• Mentor and guide junior/senior engineers, fostering a culture of growth, collaboration, and accountability.
• Highly attentive and responsive to communication.

Criteria:

• An ideal candidate should have technology delivery and production support expertise for large scale Omni-channel operations teams
• 10+ years of total technology hands-on experience with focus on design, development, testing and support activities
• Proven track record of managing and scaling high-performing SRE or Operations teams, ideally in eCommerce, supply chain, or enterprise-scale environments.
• 5+ years as a manager level experience in similar function
• Experience to build, evolve and coach teams on technology and process improvements.
• Strong expertise in Order Management System (IBM Sterling or any other leading OMS) and/or Warehouse management system (Manhattan WMS, IBM or any other leading WMS solution) and integrated supply chain applications. A bachelor’s or master’s degree in computer science or related field.
• Hands-on experience with monitoring, logging, and observability tools (e.g., Prometheus, Grafana, ELK stack, Splunk, Datadog, New Relic).
• Experience with incident management tools (e.g., PagerDuty, Opsgenie) and root cause analysis processes.
• Strong understanding of supply chain processes, order management, and logistics, with experience optimizing eCommerce and OMS solutions in high-volume environments
• Hands-on experience with monitoring, logging, and observability tools (e.g., Prometheus, Grafana, ELK stack, Splunk, Datadog, New Relic).
• Experience with incident management tools (e.g., PagerDuty, Opsgenie) and root cause analysis processes.
• Strong understanding of supply chain processes, order management, and logistics, with experience optimizing eCommerce and OMS solutions in high-volume environments.
• Knowledge of transaction systems, inventory management, and order fulfillment processes.