About Flipkart Commerce Cloud Flipkart Commerce Cloud (FCC) is Flipkart's B2B SaaS arm. It allows global retailers and marketplaces access to the same commerce stack that powers Flipkart including : Digital Commerce (storefront, search, cart and checkout, seller ecosystem, OMS/WMS), Retail Media and AI-led Pricing. Built on 15+ years of Flipkart scale (350M+ customers, 1M+ sellers, $35B+ annual GMV powered), FCC serves retailers across APAC, the Middle East, Europe, Latin America and Africa.

Key Responsibilities
Operations & Incident Management ● Own end-to-end incident lifecycle (detection, triage, escalation, resolution, RCA, prevention) across FCC clients and platform ● Maintain 98%+ SLA adherence with flat headcount ● Build and run incident severity framework, escalation matrix, and on-call/shift models ● Drive RCA quality and closure of corrective/preventive actions; track repeat incident rate and MTTR Automation & Efficiency ● Automate scraping, monitoring, and incident workflows (detection, ticketing, routing, alerts, reporting) ● Partner with Tech/Product to remove manual effort and reduce incident volume at source ● Define and track productivity metrics (cost per incident, automation coverage) Product Ops & Sales Ops ● Run product ops: catalog/listing integrity, pricing and content issues, feature rollout readiness, client-reported defects ● Support sales ops: client onboarding,



SLA/contract commitments, pipeline-to-delivery handoffs, operational inputs to renewals and deals Client & Leadership Governance ● Lead regular leadership/business reviews with clients and internal stakeholders ● Present analytics-led recommendations on risk, SLA, and growth, driving client adoption ● Build strong relationships with key stakeholders, and act as escalation points. Team & Stakeholders ● Lead managers and senior analysts; set goals, build bench, coach ● Work cross-functionally with Engineering, Product, Sales, Legal/Compliance, Finance, and Customer Success Requirements ● 12–16 years in operations, Trust & Safety, risk/fraud, or incident management; 3+ years leading managers ● Proven record of meeting high SLAs (95%+) at scale. ● Hands-on experience automating operational workflows (Python/scripting, scraping, APIs, low-code/workflow tools) ● Robust analytics: SQL, dashboards (Tableau/Power BI/Looker), root-cause and trend analysis ● Experience presenting to senior leadership and external clients ● Use AI to drive efficiencies & effectiveness of the function ● MBA or B.
E./B.
Tech preferred Must Haves
- ● E-commerce, marketplace, or SaaS/platform (B2B2C) background ● Pricing intelligence, catalog quality, or fraud integrity exposure ● AI/ML exposure for anomaly detection and classification

📌 Associate Director Incident Management (Bengaluru)
🏢 Flipkart Commerce Cloud
📍 Bengaluru