We are seeking an experienced Digital Tower Lead to manage and lead Digital Commerce platforms and initiatives across Marketing, E-Commerce, Core Retail, Supply Chain, Merchandising, CRM, and Order Management applications.

The successful candidate will be responsible for leading AMS and minor change delivery for digital commerce platforms, ensuring high availability, platform stability, seamless customer experience, and continuous optimization. The role will involve managing a team of 8–10 members across frontend, backend, and integration streams while working closely with clients, business stakeholders, development teams, and cross-functional technology teams.

The ideal candidate should have 10–14 years of experience in the Retail and Wholesale industry, with robust knowledge of retail operations, digital commerce, customer engagement, and omnichannel platforms.

Your future duties and responsibilities

- Lead L2/L3 application support and enhancement activities for e-commerce, CRM, Marketing, OMS, and digital commerce platforms.
- Manage and mentor a team of 8–10 technical professionals across frontend, backend, and integration streams.
- Own application stability, availability, performance, and operational excellence for customer-facing digital platforms.
- Act as the primary technical and operational point of contact for clients and stakeholders.
- Coordinate with development, business, UX, integration, and infrastructure teams to deliver digital initiatives.
- Manage AMS delivery and minor change requests, ensuring timely and high-quality delivery.
- Drive incident, problem, and defect management to improve platform reliability and reduce recurring issues.
- Lead release planning and coordination across multiple digital commerce applications.




- Monitor application performance and drive proactive improvements to minimize downtime and improve customer experience.
- Identify opportunities for automation, monitoring, and AIOps to improve operational efficiency and reduce MTTR.
- Drive continuous improvement initiatives across digital platforms and support processes.
- Ensure seamless omnichannel operations across e-commerce, retail, supply chain, and merchandising applications.
- Prepare operational reports, track KPIs, and communicate service health and delivery status to stakeholders.
- Provide technical leadership and guidance to team members and ensure adherence to development and support best practices.

Required qualifications to be successful in this role

- 10–14 years of overall IT experience, with extensive experience in the Retail and Wholesale industry.
- Strong understanding of retail operations, digital commerce, and customer engagement.
- Extensive experience managing Digital Commerce / E-Commerce platforms.
- Strong experience in AMS/L2/L3 support and minor change delivery.
- Experience working with e-commerce, CRM, Marketing, OMS, and digital platforms.
- Proven experience managing and leading teams of 8–10 members or larger.
- Strong understanding of frontend, backend, and integration technology streams.
- Experience with incident, problem, defect, release, and change management.
- Strong knowledge of omnichannel retail operations and digital customer journeys.
- Experience collaborating with clients, business stakeholders, UX teams, development teams,



and integration teams.
- Experience driving automation, application monitoring, AIOps, and continuous improvement initiatives.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Bachelor's or Master's degree in Computer Science, Engineering, Information Technology, or a related field.
- Ability to work in a fast-paced environment and manage multiple priorities while maintaining high service quality.

Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Digital Tower Lead (Bengaluru)
🏢 CGI
📍 Bengaluru