Director – Enterprise Application Support (Supply Chain)

Williams-Sonoma, Inc.; Hyderabad; Hybrid; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Williams-Sonoma India Technology Center seeks a Director for Enterprise Application Support (Supply Chain) to lead a cross-functional team managing ecommerce platforms and IBM Sterling OMS. You will drive production stability, incident response, and continuous improvement across global operations.

The role requires 15+ years in tech with 5+ years in management, deep ecommerce and SCM knowledge, and a customer-first approach to ensure high uptime and reliability.

Qualifications

• Extensive delivery and production support experience for large omnichannel operations.
• Experience running 24x7 enterprise support and incident management.
• Proven track record building and scaling operations teams in ecommerce or SCM.

Responsibilities

• Lead cross-skilled Application Support teams for eCommerce platforms and IBM Sterling OMS.
• Provide technical and functional leadership including product design reviews.
• Develop roadmaps to improve efficiency and system stability.
• Coach teams to fix issues and identify patterns to prevent repeats.
• Collaborate with Engineering, DevOps, Product, and Business teams to boost performance.
• Establish disaster recovery and business continuity plans.
• Define SLAs, triage processes, and escalation paths.
• Drive production stability for peak events.
• Mentor senior engineers and managers.
• Recruit and build a diverse high-performing team.

Skills

Leadership

Incident management

Team coaching

Supply chain SME

Education

Bachelor's or Master's in CS/related field

Tools

IBM Sterling OMS

OMS platforms

Job description

Director - Enterprise Application Support (Supply Chain)

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 for customers through the individual lenses of our ten distinct brands, each serving different life stages and rooms of the home and beyond. Our brands include Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Rejuvenation, Mark & Graham, GreenRow, and Dormify. We are committed to sustainability, continuously working to protect our planet, while building an open and collaborative culture across our organization.

With more than 500 retail stores globally and multiple international franchise operations, technology is a core driver of our business strategy. We build and operate in-house platforms powering 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 that power these global brands, serving millions of customers worldwide.

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)
• Inventory promising for direct-to-customer and stores
• Inventory sourcing
• Transactional visibility
• Order management and maintenance
• Custom Drop Ship UI
• Care Center UI
• Returns UI
• MDM
• Integrated supply chain applications, including logistics, order fulfillment, and inventory management
• Monitoring and alerting technologies

Key Resonsibilities

• Lead and manage a cross-skilled team of Appliation Support responsible for supporting, maintaining, and scaling eCommerce platforms, IBM Sterling Order Management System (OMS), and associated custom-built microservices.
• Provide technical and functional leadership with deep knowledge in the above areas and contribute as a Supply Chain SME in product design, solution design, deployment, business reviews, and third-party vendor tool assessment discussions.
• 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.
• Ability to focus on the right priorities and drive teams toward achieving them.
• Curiosity to learn quickly and implement learnings within the function.
• A leader with a growth mindset, continuously evolving practices and improving team performance.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Passion for creating a customer-first experience while ensuring high reliability and uptime.

Why Join Williams-Sonoma India Technology Center

• Our people first and performance driven culture means that we provide opportunities to grow and build a career and invest in the well-being of our associates, including comprehensive benefits to support you and your family.
• Scale and innovation of a Fortune 500 company combined with a high-ownership that empowers engineers to make real impact.
• Build and operate large-scale digital commerce platforms serving millions of customers worldwide, working on systems that run at global scale.
• Continuous learning environment with opportunities to work on cutting-edge technologies, AI-driven solutions, and large-scale engineering challenges.
• Hybrid work model designed for flexibility and collaboration, with two in-office days for team engagement.