Director – Enterprise Support & Reliability Engineering (ESRE) - Supply Chain

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About The Enterprise Support & Reliability Engineering (ESRE) Team

You will be part of the Enterprise Support and Reliability Engineering –Supplychain Support group, supporting our mission of providing frictionless, always-on Supplychain services to the customers, as well as supporting custom business workflow tooling. We monitor the productions Supplychain 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.

Responsibilities

- Lead and Manage a cross skilled team of site reliability engineers responsible for supporting, maintaining and scaling our eCommerce platforms and IBM Sterling Order Management System (OMS): Custom eCommerce platform, IBM Sterling Order Management & 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 robust 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 hiring, mentoring, performance appraisals & career development of the team.
- 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.
- Highly attentive and responsive to communication.
- Operate a computer and communicate via telephone.





Criteria

- An ideal candidate should have technology delivery and production support expertise for large scale Omni-channel operations teams.
- Experience in managing 24x7 enterprise support organisation with ability to drive incident management and root cause analysis.
- Proven track record of managing and scaling high-performing Operations teams, ideally in eCommerce and/or supply chain applications, or enterprise-scale environment.
- Strong expertise in eCommerce platforms, IBM Sterling Order Management System (OMS), and integrated supply chain applications (logistics, order fulfilment, inventory mgmt., etc).
- Knowledge of transaction systems, inventory management, and order fulfilment processes.
- 15+ years of total technology hands-on experience with focus on design, development, testing and support activities.
- 5+ years as a manager level experience in similar function.
- Experience to build, evolve and coach teams on technology and process improvements.
- A bachelor’s or master’s degree in computer science or related field.
- Ability to focus on right priorities and drive teams towards achieving them.
- Curiosity to learn quickly and implement it to the function.
- A leader with a growth mindset, continuously evolving practices, and improving team performance.
- Ability to work in a fast-paced, dynamic environment with shifting priorities.
- Passionate about creating a customer-first experience while ensuring high reliability & uptime

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.

📌 Director - Enterprise SRE & Support Supply Chain (Hyderabad)
🏢 Williams-Sonoma
📍 Hyderabad