Ecommerce IT Operations Manager Manages the daily IT Operations and improves the availability, performance and usability of client E-Commerce platforms. Major Areas of Responsibility Manages the daily IT operations of the E-Commerce platforms which include security, ensuring systems meet availability goals, transactions perform as expected, capacity is available and user experience is excellent. In addition, resolves incidents and problems affecting the E-Commerce platform, establishes appropriate SOPs and 24/7 coverage models, communicates to key stakeholders when service disruptions occur, and reports trends. Manages and leads troubleshooting maturity within the platform through constant feedback, process maturity, tool instrumentation, etc. to identify any potential issues requiring resolution. Collaborates with leadership and key stakeholders to appropriately assess and prioritize issues affecting the platform and drives issues to resolution. In addition, collaborates with team members and vendors to address issues and improve platform performance. Manages change management affecting the E-Commerce platforms. Coordinates all planned down-time / maintenance requests for business service outages and prioritizes production workloads during crisis situations. Acts as a point of contact and escalation for internal staff to escalate issues and high priority requests. Drives service improvement and quality. Manages infrastructure initiatives to support projects, currency, capacity, etc. Collaborates with BAs, Tech Leads, Infrastructure Architects, etc. to tease out and harden infrastructure requirements, design and architecture. Leads infrastructure work streams to ensure initiatives are delivered on-time, with quality and within budget and scope. Accountable for risks, issues, decisions and constraints being dealt with efficiently and appropriately. Leads continuous IT operations improvement to the IT operations, infrastructure and production support. Meets with internal customers to review department performance versus user expectations. Continually evaluates processes and procedures to ensure operational efficiencies, continuous improvement, and compliance to best practice standards. Champions and advocates for systems improvements to support business growth. Partners with GS&P to support the negotiation of vendor pricing models and service level agreements. Supports and ensures compliance with the negotiation process. Works with Procurement and Legal as needed during the negotiation phase. Holds vendors responsible for services, including Service Level Agreements. Maintains, monitors, and reports on contracts and contractual relationships to ensure compliance with contract terms and conditions. Identifies contracts to terminate or re-negotiate. Supports the evaluation of contracts up for renewal and makes recommendations on best course of action. Reports on vendor performance and contract compliance. Makes recommendations on corrective actions for noncompliant vendors. Owns and manages an inventory of hardware/software licensing and maintenance contracts within a regularly updated directory. Manages staff and develops them for future growth within the department and organization. Coaches staff on performance and professional development issues. Motivates staff to achieve efficiency and productivity. Conducts performance appraisals, interviews and discipline/documentation as needed. Performs other duties as required. Minimum Job Skills Required Experience with E-Commerce sites and/or OMS and WMS required Experience with the following is preferred: Manhattan, IBM or other large enterprise WMS and OMS, ITIL Service Transition and Service processes, capacity planning and performance testing for growth and peaks, monitoring tools, SaaS and host based services, E-Commerce, specifically retail, and security controls Prior experience working with and holding vendors accountable Working knowledge of infrastructure to be able to manage infrastructure service providers Contextual technical understanding including solutions design, development and delivery Strong understanding of service level agreements in an IT environment IT contract and supplier management experience Project management and team building experience Curious and inquisitive with strong analytic and decision making abilities Ability to understand and communicate the business impact of technical issues Motivated, self-starter required. Minimum Experience Required 5+ years of experience related IT experience 2+ years of Websites and/or WMS and OMS experience 2+ leading and managing IT operations teams
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