E-Commerce Operations & Support Lead (GCP & ITSM)

TechDigital Group; Phoenix (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

TechDigital Group is seeking a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident is transformed into lasting improvements.

This hands-on leadership role combines technical depth with operational rigor: diagnose a production P1, chair

Qualifications

• 8+ years in e-commerce operations or platform engineering with 2+ years in leadership.
• Extensive GCP cloud operations, monitoring, incident management, and cost control.
• Experience with Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce.
• ITIL v3/v4 certification preferred; ServiceNow or Jira Service Management at scale.
• Led L2 production support and incident command for outages.
• Delivered automation initiatives with measurable outcomes.

Responsibilities

• Own end-to-end operational health of e-commerce platforms (storefront, checkout, OMS, catalog, payments, integrations).
• Oversee GCP operations, reliability, cost optimization, performance and security.
• Mentor the GCP operations team and enforce SRE and cloud governance.
• Lead daily operational calls, incident triage, health checks; coordinate offshore coverage.
• Analyze incidents and performance; drive proactive fixes and improvements.
• Provide on-call support daily during business hours until offshore coverage begins.
• Participate in rotational weekend on-call schedule for platform stability.
• Partner with product and engineering to ensure runbooks and rollback plans before go-live.
• Define/enforce ITSM best practices across incident, problem, change, and request management.
• Own tooling stack: ServiceNow, Jira Service Management, PagerDuty, Datadog, Splunk.
• Lead L2 production support; triage escalations and handoffs to L3/engineering.
• Build/maintain L2 runbooks, escalation paths, knowledge bases.
• Define/track support SLAs and OLAs; report to senior stakeholders.

Skills

E-commerce domain experience

Operations experience

ITSM methodologies

GCP operations

Lead L2 production support

Automation initiatives

E-commerce platforms (Shopify Plus, SF

Education

ITIL v3/v4 certification preferred

Tools

ServiceNow

Jira Service Management

PagerDuty

Datadog

Splunk

Job description

TechDigital Group is seeking a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident is transformed into lasting improvements.

This hands-on leadership role combines technical depth with operational rigor: diagnose a production P1, chair