Director Technology

Job Description

About the Enterprise Support & Reliability Engineering (ESRE) Team You will be part of the Enterprise Support and Reliability Engineering Supply Chain Support group, supporting our mission of providing frictionless, always-on Supply Chain services to the customers, as well as supporting custom business workflow tooling. We monitor the production Supply Chain 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 OMS & custom-built micro-services including inventory promising, inventory sourcing, transactional visibility, payment processing, and order management. • Provide technical and functional leadership with deep knowledge in the above areas and contribute as a Supply Chain SME in the product design, solution design, deployment, business reviews, and vendor tool assessments. • Evaluate current systems and create roadmaps for operational efficiencies, ensuring high system stability. • Actively address and resolve issues, avoiding repetitive problems through systemic solutions. • Collaborate with Engineering, DevOps, Product, and Business teams to optimize workflows and enhance system performance. • Develop disaster recovery strategies to minimize service interruptions. • Build urgency and accountability for solving customer problems quickly. • Apply technology and automation to improve monitoring and issue resolution. • Develop detailed procedures, SLA definitions, and runbooks for triage and resolution. • Lead efforts to prepare for peak volume days and key events to ensure system reliability. • Mentor senior engineers and managers, fostering a collaborative and growth-oriented culture. • Define team structure and recruitment strategies for a strong, diverse team. Criteria • 12+ years of technology experience in design, development, testing, and support. • Proven experience managing and scaling high-performing SRE or operations teams, ideally in eCommerce or enterprise-scale environments. • 5+ years of managerial experience. • Expertise in eCommerce platforms, IBM Sterling OMS, and integrated supply chain applications. • Hands-on experience with monitoring, logging, and observability tools like Prometheus, Grafana, Splunk, and Datadog. • Strong knowledge of supply chain processes and order management. • Bachelor’s or Master’s degree in Computer Science or a related field. • Ability to work in a dynamic environment with shifting priorities. • Passionate about creating a customer-first experience with high reliability and uptime.