ESRE E-Commerce Support Manager

Job: E‑Commerce Support Manager

Role Summary

The ESRE (Enterprise Site Reliability Engineering) E‑Commerce Support Manager will lead a high‑performing team responsible for ensuring the availability, reliability, performance, and operational excellence of our e‑commerce ecosystem. This role oversees incident management, service operations, platform stability, continuous improvement, and cross‑functional coordination with Engineering, Product, Infra, and Customer Experience teams.

Key Responsibilities

Operational Leadership & Service Management

• Lead day‑to‑day support operations for all e‑commerce platforms, services, and integrations.
• Own the incident lifecycle: identification, triage, escalation, communication, and post‑incident reviews.
• Ensure SLAs, SLOs, and KPIs related to site uptime, latency, and overall platform health are consistently met.
• Drive continual...