eCommerce L3 Lead - support

Job Title: eCommerce L3 Lead - support

Location: San Ramon, CA

Duration: Longterm

Job Responsibilities

Industry experience of 10+ with at least 8+ years experience in the eCommerce Domain with full landscape overview across subsystems in Commerce, including Customer Experience, User Management, Catalog / Browse / Search, Promotions, Offers & Pricing, Cart & Checkout, Payments, Order Capture and Post processing.
Have good problem-solving skills with troubleshooting, analysing and going through the root cause of the issue with a full stack mindset, including front-end and back-end aspects. Prefer someone with knowledge on front-end aspects like TypeScript, JavaScript, HTML, CSS etc. Backend based on Java / NodeJS will be fine.
Experience in supporting eCommerce platforms like Shopify (recommended), HCL Commerce, ATG or SFCC would be recommended so that a full stack mindset is in play in his existing work stream.
Exposure already to package business components like Builder for CMS, Bloom reach for Search, Payment Gateways, International or Cross Border Shipping, extra will have brownie points.
Exposure to event driven, composable Commerce architecture with an inherent knowledge of cloud systems, especially AWS, is suitable. Should be aware of NodeJS-based service implementations and capabilities in the CSP of knowledge.
Should have solid cognizance of support processes including L1 / L2 / L3 with key focus on L3 aspects, including but not limited to incident management, owning incident bridge calls technically, identifying RCA / workaround, post incident RCA and post mortem analysis, making SOPS, hand off provisions to L1 / L2 as deemed essential, communication and appraisal of key client stakeholders on regular status updates and outcomes etc.
Oversee Application Operations: Manage the health, monitoring, and performance of all ecommerce applications, ensuring uptime and reliability. Should have at least worked on one peak holiday support and should be aware and own pre-requisites as needed for holiday readiness and holiday support itself.
Alerting & Automation: Exposure to observability platforms like New Relic, Datadog, AWS CloudWatch, etc will be preferred. Regularly review and refine alerting systems to minimize noise and false alarms; drive automation of repetitive tasks to improve efficiency.
Incident Management: Lead incident response bridges, coordinate on-call schedules, and ensure thorough post-incident reviews and documentation.
Risk Identification: Proactively identify and escalate technology or operational risks to leadership, recommending mitigation strategies.

Soft Skills:
Lead & Mentor Team: Guide and develop a 24x7 Level 2 SRE support team, ensuring high operational standards and continuous skill growth.
Stakeholder Communication: Serve as the main point of contact for SRE leaders, L3 support, and business stakeholders; facilitate clear communication during incidents and changes.
Onboarding & Knowledge Transfer: Develop and execute strategies for onboarding new applications and features, ensuring the team is fully prepared to support them.
Have constant touch base with business and collaborate with the business team in incident triaging, production gatekeeping etc.
Excellent leadership, communication, and stakeholder management abilities.