E-commerce Operations & Support Manager

Job Title: E-commerce Operations & Support Manager
Duration: 6-12 months
Location: Onsite. Phoenix AZ








Skills :
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.

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.

Mandatory skills:
1. E-commerce domain experience
2. Operation experience/, ITSM Methodologies
3. Cloud operations on GCP/ other cloud platforms

ABOUT Ztek:
Website:
Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek's diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.
Disclaimer:
Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on us.fitly.work Please indicate the specifics of the assistance needed. Ztek encourages all interested and qualified candidates to apply for employment opportunities. Ztek does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.