Director – Enterprise Application Support (Supply Chain) Job Location - Hyderabad, India (Hybrid) Role Overview • Leading application support teams responsible for enterprise eCommerce platforms and IBM Sterling OMS. • The team monitors production Supplychain services, detects issues early, and resolves operational and functional issues. • As the Director of Enterprise Application Support team, 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 Impact of the Role • Foster a culture of continuous improvement while ensuring robust system performance. • Drive production stability and reliability throughout the year to prepare for peak-volume days and key events. • Build urgency and accountability around customer problems and solve them quickly to minimize business loss. • Improve operational efficiencies, supportability of new features, and overall system stability. • Create a customer-first experience while ensuring high reliability and uptime. Technology Platforms You Will Work On • IBM Sterling Order Management System (OMS) • Enterprise eCommerce platforms • Supply Chain and Logistics systems • Inventory Promising and Inventory Sourcing • Payment Processing, Returns, MDM • Microservices architecture • Prometheus, Grafana, ELK, Splunk, Datadog, New Relic • PagerDuty, Opsgenie • Enterprise Database platforms and database monitoring tools Key Responsibilities • Lead and manage cross skilled team of Application support responsible for supporting, maintaining and scaling eCommerce platform, IBM Sterling order management(OMS) and custom built microservices. • Provide technical and functional leardership with deep knowledge in the above areas and contribute as a Supply Chain SME in product design, solution design, deployment, business reviwes and third party vendor tool assessment discussion. • Think strategically to evaluate the current state and create and execute a roadmap to build operational efficiencies, improve supportability of new features, and ensure high stability • Take a highly accountable, hands-on approach to coach and lead teams to actively fix issues and continuously identify patterns for larger problem-solving efforts to avoid repeat issues. • Manage leadership communication and ensure priority issues are closed end to end, even when this requires working across 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 around customer problems and solve them quickly to minimize business loss • Apply technology and automation to improve monitoring, alerting, and issue resolution. • Build strong teams with well-defined procedures and runbooks for triage and resolution. • Build clearly defined and communicated SLAs, issue categories, points of contact, triage and decision trees, and hold teams accountable for them • Develop and maintain a strong, real-time feedback loop with Development, Product, and Business teams to identify and implement improvements for 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 team activities • Direct cross-functional teams using interactive and motivational leadership, including hiring, mentoring, performance appraisals, and career development. • 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 • Remain highly attentive and responsive to communication • Operate a computer and communicate via telephone. Qualifications • Technology delivery and production support expertise for large-scale omnichannel operations teams • Experience managing a 24x7 enterprise support organization with the ability to drive incident management and root cause analysis. • Proven track record of managing and scaling high-performing Operations teams, ideally in eCommerce, supply chain applications, or an enterprise-scale environment. • Strong expertise in eCommerce platforms, IBM Sterling Order Management System (OMS), and integrated supply chain applications, including logistics, order fulfillment, and inventory management. • Knowledge of transaction systems, inventory management, and order fulfillment processes • 15+ years of total hands-on technology experience with a focus on design, development, testing, and support activities. • 5+ years of manager-level experience in a similar function. • Experience building, evolving, and coaching teams on technology and process improvements. • Bachelor’s or master’s degree in Computer Science or a related field. Scope & Learnings Lead enterprise-wide reliability initiatives, shape SRE strategy, drive automation and observability, mentor engineering leaders, and influence technology strategy across Williams-Sonoma's global Supply Chain ecosystem. Why Join Williams-Sonoma India Technology Center • Our people-first culture supports career growth and well-being. • Fortune 500 scale with high ownership and global impact. • Work on digital commerce platforms serving millions of customers. • Continuous learning with AI-driven engineering opportunities. • Flexible hybrid work model.