Description
Director, Technology - ESRE Ecomm

Job Description

About the Role

The Enterprise Site Reliability Engineering (ESRE) E Commerce Support Director 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 soluti

📌 Director, Technology (Pune)
🏢 Williams Sonoma
📍 Pune