Director – Enterprise Application Support - Supply Chain

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.