ITSM manager - Ecommerce

We are looking for a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and continuous 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, process gap, or tooling limitation is turned into a lasting improvement. This is a hands‑on leadership role for someone who thrives at the intersection of technical depth and operational rigor: someone who can diagnose a production P1 in the morning, chair an ITSM governance review in the afternoon, and ship an automation workflow by end of week. In this role, you will Own end‑to‑end operational health of e‑commerce platforms (storefront, checkout, OMS, product catalogue, payment gateways, and third‑party integrations). Oversee Google Cloud Platform (GCP) operations , ensuring reliability, cost optimization, performance, and security across all hosted commerce workloads. Supervise and mentor the GCP operations team, driving accountability, technical excellence, and adherence to SRE and cloud governance best practices. Lead daily operational calls (stand‑ups, incident triage, health checks) and ensure smooth transition of support coverage to offshore teams. Perform daily analysis of incidents, trends, and platform performance, driving proactive fixes and continuous improvement. Provide on‑call support on a daily basis (during business hours) until offshore coverage begins, ensuring no operational gaps. Participate in a rotational weekend on‑call schedule, ensuring platform stability and timely response to critical incidents. Partner with product and engineering teams to ensure platform changes are operationally ready — runbooks, rollback plans, and monitoring in place before go‑live. Define and enforce ITSM best practices across incident, problem, change, and request management for commerce operations. Own and evolve the tooling stack used by the support and operations team (e.g., ServiceNow, Jira Service Management, PagerDuty, Datadog, Splunk). Lead the L2 production support function for all e‑commerce services — triaging escalations from L1, owning resolution end‑to‑end, and ensuring clean handoffs to L3/engineering when required. Build and maintain L2 runbooks, escalation paths, and knowledge‑base articles to reduce time‑to‑resolution and enable consistent support quality. Define and track support SLAs and OLAs; own performance reporting to senior stakeholders. Important Disclaimers Please note: A few of our roles may require in‑person interviews at Cognizant offices or client locations, depending on project or client needs. Candidate must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Work model We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client office in Phoenix, AZ. Regardless of your working arrangement, we are here to support a healthy work‑life balance through our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. What you need to have to be considered Minimum 8+ years of experience in e‑commerce operations, platform engineering, or a related discipline, with at least 2 years in a lead or management capacity. Strong experience managing cloud operations on GCP , including monitoring, incident management, cost control, and performance tuning. Proven experience leading and supervising cloud/platform operations teams with hands‑on involvement in critical issue resolution. Proven hands‑on experience with major e‑commerce platforms (Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce, or equivalent). Deep working knowledge of ITSM frameworks and tooling — ITIL v3/v4 certification strongly preferred; experience operating ServiceNow or Jira Service Management at scale. Track record leading L2 production support teams in a commerce or high‑availability environment, including incident command experience for critical outages. Demonstrated delivery of continuous improvement or automation initiatives with measurable operational outcomes. Salary and Other Compensation The annual salary for this position is between $63,000 to $99,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long‑term/Short‑term Disability Paid Parental Leave Employee Stock Purchase Plan Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. #J-18808-Ljbffr Cognizant