Ralph Lauren Senior Digital Technology Analyst, Production Operations

BoF Careers; Nutley (NJ); Presencial; USD 130.000 - 180.000; Jornada completa

Descripción de la vacante

Ralph Lauren Corporation is seeking a senior operations lead to ensure the stability, availability, and performance of its global digital commerce ecosystem. You will own incident management, production support, reliability improvements, automation, and cross-functional collaboration across OMS, SFCC, SAP, Inventory, Payments, Fulfillment, ESB, APIs, and related platforms.

In this role you will guide on-call coverage, develop runbooks and dashboards, monitor key metrics, and partner with

Formación

• Bachelor's degree or equivalent in a relevant field.
• 8–10 years in production support, incident management, or development focused on operations.
• Experience with IBM Sterling OMS is mandatory.
• Strong incident management, analytical and communication skills.
• Ability to lead cross-functional teams and manage vendor relationships.
• Experience with logs, monitoring tools, and APIs.
• Able to cover evenings/weekends as needed.

Responsabilidades

• Own operational health and support for global eCommerce platforms.
• Lead triage, investigation, and resolution of major incidents.
• Coordinate with Product, Engineering, Infrastructure, and vendors.
• Facilitate major incident bridges and stakeholder communications.
• Provide advanced support across OMS, SFCC, SAP integrations.
• Analyze logs and transaction flows to identify root causes.
• Develop dashboards, runbooks, and automation to reduce manual work.
• Support release readiness and post-deployment monitoring.
• Mentor junior team members and uphold service standards.
• Collaborate across North America, EMEA, and APAC.

Conocimientos

Incident management

Operational support

Cross-functional collaboration

Log analysis

Stakeholder communication

JIRA

SLA monitoring

Automation familiarity

Writing runbooks

Production readiness

Educación

Bachelor's degree in Computer Science or related field

Herramientas

IBM Sterling OMS

SFCC

Descripción del empleo

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

Serve as a senior operational lead and technical escalation point responsible for the stability, availability, and performance of Ralph Lauren's global digital commerce ecosystem. Drive incident management, production support, reliability improvements, automation, and collaboration across OMS, SFCC, SAP, Inventory, Payments, Fulfillment, ESB, APIs, and related digital platforms.

Essential Duties & Responsibilities

Production Operations & Incident Management

• Own operational health and support for global eCommerce platforms, integrations, and third-party services.
• Lead triage, investigation, prioritization, and resolution of production incidents, including P1/P2 business-critical events.
• Coordinate Product, Engineering, Infrastructure, Business Operations, and vendors to restore services and minimize business impact.
• Facilitate major incident bridges, assess severity, drive escalation, and provide clear stakeholder and executive communications. Technical Support & Problem Management
• Provide advanced support across OMS, SFCC, SAP integrations, Inventory, Payments, Fulfillment, ESB, APIs, and related platforms.
• Analyze logs, alerts, transaction flows, database records, and integrations to identify root causes and remediation paths.
• Lead RCA and corrective actions, partnering with engineering teams to reduce recurring incidents and improve stability. Reliability, Monitoring & Automation
• Own observability, monitoring, alerting, and reliability improvements across digital platforms.
• Monitor business and operational metrics including checkout, orders, inventory, payments, fulfillment, integrations, availability, and performance.
• Develop dashboards, reports, runbooks, automation, and self-healing solutions to reduce manual effort and proactively mitigate risk. Release & Production Readiness
• Partner with engineering and release teams on change reviews, release validation, deployment readiness, and post-deployment monitoring.
• Support peak-event readiness, traffic scaling, platform resiliency, monitoring, and contingency planning. Operational Excellence & Leadership
• Maintain SOPs, operational documentation, knowledge bases, and consistent support standards.
• Track and report SLAs, KPIs, service availability, operational performance, and remedial actions.
• Manage vendor SLAs and coordinate third-party providers for incident resolution and service stability.
• Mentor junior team members and promote ownership, accountability, knowledge sharing, and continuous improvement.
• Demonstrate sound decision-making and the ability to manage multiple priorities under pressure. Partnerships
• Build strong relationships across Technology, Product, Supply Chain, Commercial Operations, regional teams, and vendors.
• Act as a trusted operational partner focused on commitments, execution, and business outcomes.
• Participate in on-call rotations and flexible support coverage, including evenings, weekends, and major incidents as required.
• Collaborate across North America, EMEA, and APAC to provide seamless global operational support.

Experience, Skills & Knowledge

• Bachelor's degree in Computer Science, Information Systems, Project Management, or a related field, or equivalent work experience.
• 8-10 years of hands‑on technical experience in production support, infrastructure, software quality assurance, or development with a strong interest in operational support.
• IBM Sterling OMS experience is mandatory.
• Working knowledge of eCommerce, order management, inventory, fulfillment, shipping, customer service, promotions, payments, and connected integrations.
• Experience troubleshooting enterprise applications using logs, monitoring tools, transaction flows, database records, APIs, and integration data.
• Strong incident management, prioritization, analytical, problem‑solving, organizational, and time‑management skills.
• Ability to communicate clearly and partner effectively with business stakeholders, technology teams, clients, and vendors at different organizational levels.
• Experience with Microsoft Office and JIRA; experience producing operational reports, documentation, and functional or support requirements.
• Self-motivated, results‑oriented, adaptable, and effective both independently and in a team environment.
• Strong sense of accountability and ownership for production stability, service quality, and business outcomes.
• Ability to support limited evening, weekend, on‑call, and peak‑event coverage as required.