Director, Technology - ESRE (OMS/WMOS) - Location: Hyderabad

Location: India; Hybrid

Job Description 

We hope you're interested in building a home with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. 

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 strong 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 fulfillment 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 and uptime

We believe in People First 

We firmly believe that working in a culture focused on diversity, equity, and inclusion spurs innovation, creates healthy and high-performing teams, and delivers superior customer experiences. Our DEI initiatives prompt associate participation and engagement, aligning with our core vision to reflect the communities where we do business and put people first. 

Your Journey in Continued Learning 
 

In-person and online learning opportunities through WSI University

Cross-brand and cross-function career opportunities

Resources for self-development

Advisor (Mentor) program

Career development workshops and learning programs

Speaker series 

 

About Us 

Founded in 1956, Williams-Sonoma Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, GreenRow and Mark and Graham. We currently operate retail stores globally. Our products are also available to customers through our catalogs and online worldwide. 

Williams-Sonoma has established a technology center in Pune, India to enhance its global operations. The India Technology Center serves as a critical hub for innovation and focuses on developing cutting-edge solutions in areas such as e-commerce, supply chain optimization, and customer experience management. By integrating advanced technologies like artificial intelligence, data analytics, and machine learning, the India Technology Center plays a crucial role in accelerating Williams-Sonoma's growth and maintaining its competitive edge in the global market 

About Us