Director – Enterprise Application Support

Williams-Sonoma, Inc.; Hyderabad; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Williams-Sonoma India Technology Center seeks a Director to lead Enterprise Application Support for Supply Chain. You will oversee ecommerce platforms and IBM Sterling OMS, driving reliability, scalability, and operational excellence across a global supply chain ecosystem.

You will partner with Engineering, Product, Infrastructure, DevOps, and business teams to ensure production stability, incident response, and continuous improvement at scale.

Qualifications

• Proven delivery and production support for large-scale omnichannel ops.
• Experience running a 24x7 enterprise support org and incident management.
• Strong track record in scaling high-performing operations teams.

Responsibilities

• Lead and manage a cross-skilled Application Support team for ecommerce platforms and IBM Sterling OMS.
• Provide technical and functional leadership; act as Supply Chain SME in design, deployment, reviews.
• Build and execute a roadmap to improve stability and supportability of new features.

Skills

E-commerce platforms

IBM Sterling OMS

24x7 operations

Team leadership

SRE / reliability

Education

Bachelor’s or Master’s in Computer Science

Tools

IBM Sterling OMS

Job description

Director – Enterprise Application Support (Supply Chain)

About Williams-Sonoma, Inc.

https://www.williams-sonoma.com/

Founded in 1956 and headquartered in San Francisco, California, Williams-Sonoma, Inc. is a Fortune 500, digital first, multi-channel specialty retailer. Our company vision is to own the home, and the places where our customers work, stay, and play. We bring the latest home furnishing trends to life through our portfolio of brands. With more than 500 retail stores globally and multiple international franchise operations, technology powers our e-commerce, supply chain, merchandising, analytics, and customer experience ecosystems worldwide. Engineers at the Williams-Sonoma India Technology Center build and scale digital commerce platforms serving millions of customers worldwide.

Role Overview

We are seeking a Director – Enterprise Application Support (Supply Chain) to lead the Supply Chain Support organization responsible for ensuring the reliability, scalability, and operational excellence of Williams-Sonoma's global supply chain technology ecosystem. You will partner with Engineering, Product, Infrastructure, DevOps, and Business teams to drive production stability, operational excellence, continuous improvement, and customer satisfaction while championing Site Reliability Engineering best practices.

• 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)
• Supply Chain and Logistics systems
• Inventory Promising and Inventory Sourcing
• Payment Processing, Returns, MDM
• 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.

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.