Manager Technology - ESRE Ecomm About the Role The Enterprise Site Reliability Engineering ESRE E Commerce Support Manager will lead a high-performing team responsible for ensuring the availability reliability performance and operational excellence of the e-commerce ecosystem This role oversees incident management service operations platform stability continuous improvement initiatives and cross-functional coordination with Engineering Product Infrastructure and Customer Experience teams Responsibilities Lead day-to-day support operations for all e-commerce platforms services and integrations Own the complete incident lifecycle including identification triage escalation communication and post-incident reviews Ensure SLAs SLOs and KPIs related to uptime latency and platform health are consistently met Drive continuous service improvements through automation tooling and process optimization Manage mentor and develop ESRE support engineers and leads across onshore and offshore locations Establish a culture of ownership accountability operational rigor and high performance Provide coaching performance evaluations and career development guidance Oversee monitoring observability alerting and proactive detection of system anomalies Partner with Engineering and Infrastructure teams to deliver fixes optimizations and resiliency improvements Ensure readiness and execution support for peak seasons and high-traffic sale events Act as a liaison between Operations Engineering Product Security and business stakeholders Participate in roadmap reviews launch readiness activities risk assessments and production deployment planning Communicate platform health operational risks and improvement plans to leadership Champion automation to reduce manual operations and increase team velocity Drive adoption of internal tools dashboards runbooks self-service solutions and operational documentation Criteria Bachelor s degree in Computer Science Engineering or a related field 10 years of experience in the IT industry 5 years of experience supporting enterprise-scale Java J2EE web applications or platform operations 3 years of experience managing technical teams in a 24x7 or high-availability environment Solid understanding of e-commerce ecosystems including checkout payments catalog order management loyalty and APIs Experience with monitoring and observability tools such as ELK Splunk AppDynamics Dynatrace Grafana and RUM tools Deep expertise in incident management and operational best practices ITIL knowledge preferred Ability to manage complex technical issues and lead teams effectively under pressure Strong verbal and written communication skills with experience presenting to senior leadership About Us Founded in 1956 Williams-Sonoma Inc is the premier specialty retailer of high-quality products for the kitchen and home in the United States Today Williams-Sonoma Inc is one of the United States largest e-commerce retailers with some of the best-known and most beloved brands in home furnishings Our family of brands includes Williams-Sonoma Pottery Barn Pottery Barn Kids Pottery Barn Teen West Elm Williams-Sonoma Home Rejuvenation GreenRow and Mark and Graham We currently operate retail stores globally and our products are available through catalogs and online worldwide Williams-Sonoma has established a Technology Center in Pune India to enhance its global operations The India Technology Center serves as a critical hub for innovation and focuses on developing cutting-edge solutions in areas such as e-commerce supply chain optimization and customer experience management By integrating advanced technologies such as artificial intelligence data analytics and machine learning the center plays a crucial role in accelerating Williams-Sonoma s growth and maintaining its competitive edge in the global market Williams-Sonoma India Pvt Ltd Founded in 1956 Williams-Sonoma Inc is the premier specialty retailer of high-quality products for the kitchen and home in the United States Today Williams-Sonoma Inc is one of the United States largest e-commerce retailers with some of the best known and most beloved brands in home furnishings Our family of brands are Williams-Sonoma Pottery Barn Pottery Barn Kids Pottery Barn Teens West Elm Williams-Sonoma Home Rejuvenation and Mark and Graham We currently operate retail stores globally Our products are also available to customers through our catalogs and online worldwide Williams-Sonoma India sourcing office was established in 2013 We are based in Gurugram India We are sourcing premium products across all categories of Home Furnishing and recorded double digit year-on-year growth We have a dynamic team of over 100 members handling versatile vendors across India Nepal Bangladesh We are looking to onboard talented people and create successful professional journey