Director - Enterprise Support & Reliability Engineering (Esre) - Supply Chain- Location: Hyderabad

Role Overview

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. The team monitors the productions Supply chain services, detect issues early, and resolve operational and functional issues.

As the Director of SRE, 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

• Custom eCommerce platform
• IBM Sterling Order Management System (OMS)
• Custom-built microservices
• 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
• MDM
• Integrated supply chain applications, including logistics, order fulfillment, and inventory management
• Monitoring and alerting technologies

Key Responsibilities

• Lead and manage a cross-skilled team of Site Reliability Engineers responsible for supporting, maintaining, and scaling eCommerce platforms, IBM Sterling Order Management System (OMS), and associated custom-built microservices.
• Provide technical and functional leadership with deep knowledge in the above areas and contribute as a Supply Chain SME in product design, solution design, deployment, business reviews, and third-party vendor tool assessment discussions.
• 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.

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.
• Ability to focus on the right priorities and drive teams toward achieving them.
• Curiosity to learn quickly and implement learnings within the function.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Passion for creating a customer-first experience while ensuring high reliability and uptime.