Project Manager - Technical Support & Incident Management


We are seeking a manager to lead our global operations center (GOC) with a strong operational focus to oversee the observability and reliability of our retail e-commerce systems for an ultra luxury brand. In this pivotal role, you will take the complete ownership of GOC and play the primary liaison between business stakeholders, L2/L3 support, and site reliability engineering (SRE) team.

Key Responsibilities

End to end ownership of Global operation center
* Capturing the anomalies on time,acknowledging to business teams on the same
* Escalation & involvement of L2/L3 & other parties teams
* Complete ownership of critical incident management (Lead War rooms , end to end
communication through all defined channels,
* preparation of postmortem reports, Define and followup improvement action plans till closure )
*Knowledge management(documentation and training teams on observability topics, evolution of GOC
*Liaison b/w business and SRE teams to review,consolidate & handover observability requirements

Key Skills and Qualifications

Technical Acumen:
Strong understanding of e-commerce systems (SFCC/ATG)
Operational Expertise:
Proven experience in an operational role, particularly in liaising between business and responsible stakeholders
Communication Skills:
Oral communication: Excellent communication skills to effectively lead and communicate during discussions with business and other stakeholders
Written communication: End to end communication with respective to critical incident management
Proactive Problem Solving:

Proactive approach to identifying and addressing potential challenges in system reliability and performance.
Leadership Skills:
* Right mindset to adapt 24/7 fast phased environment
* Flexible and adaptable
* strong collaborative skills

Expected Profile:
Education: Bachelor's degree in Computer Science, Information Technology, or related field.
Experience: Minimum of 5 years of relevant experience in Site Reliability Engineering.
Certifications: Preferred certifications in relevant technologies (e.g., AWS Certified DevOps Engineer, Certified Kubernetes Administrator).
Leadership Experience: Demonstrated experience in leading technical teams.
Technical Proficiency: Proficient in monitoring tools, change management, and system observability.
Communication Skills: Strong communication skills to convey complex technical concepts clearly.

What we offer

You’ll be a member of the international Valtech Retail hub. Here, you and other experts form part of a growing team that works together closely to create a shared impact for some wonderful brands. We are proud of what we do and frequently you will be pushing the limits of innovation and creativity. We’ll also support your development through our internal Academy. So, if you’re looking to work for major brands on challenging projects in a culture that prizes freedom and responsibility, get in touch.

At Valtech, we strive to create experiences that work and are inclusive for everyone. We are committed to cultivating a diverse and inclusive working environment, providing each individual the resources and opportunities to thrive. You can find out more about our commitment to diversity and inclusion here.

If you do not meet every requirement in our job description, do not hesitate to apply. We welcome individuals who are passionate and could potentially bring significant value to our team.