WHO YOU'LL WORK WITH
You are part of the Converse Technology Operations organization and more specifically within Digital Technology Operations. Digital Technology Operations is made up of over 16 global SRE and digital support resources responsible for providing a seamless customer experience across all touchpoints from dot com to product delivery in the US and Western Europe. The teams work together to identify areas for improvement, ensure reliability, drive business growth and provide timely and effective support while improving overall efficiency.
You will be working closely with our US based team, and will be responsible for collaborating with them to ensure seamless delivery of digital operations services.
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WHO WE ARE LOOKING FOR
- Bachelor's degree in computer science, or related field, or a combination of relevant education, training, and experience.
- 5+ years of experience in digital technology
- Experience with Retail and/or Digital support
- Experience leading a global team, mentoring team members and providing proven business value
- Experience with communication and collaboration tools (e.g. Slack, Jira, Confluence, Box)
- Experience with New Relic and/or Splunk or similar observability tools, including setting up and configuring dashboards, alerts, synthetics and RUM
- Experience with site performance optimization and improvement
- Knowledge of Google Lighthouse Core Web Vitals
- Knowledge of ServiceNow for incident management, including creating and managing incidents, problems, and changes
- Familiarity with ITIL (Information Technology Infrastructure Library) best practices
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and globally distributed teams
- Experience with Salesforce Commerce Cloud, SFCC development and deployment processes
- Knowledge of Salesforce Commerce Cloud APIs and integrations
- Experience with SFSC, SFMC a plus
- Experience with CDN & WAF a plus (Cloudflare or Akamai preferred)
- Experience with Bot Mitigation tools a plus
- You are open to growing and learning new tools, skillsets across the Converse digital technology landscape
WHAT YOU'LL WORK ON
As a : Senior Digital Site Reliability Engineer , you're responsible for leading the operational aspects of the ecommerce platform including observability, continuous improvement, incident management, problem management, site performance, and communication with cross-functional stakeholders. This role will focus on ensuring that Converse.com in North America and Western Europe is running smoothly and efficiently, issues are resolved quickly and efficiently. You will be the main point of contact for our Western Europe team for all things Digital Operations and will hand off to the US lead as needed.
- Partner with the global team to align on key business drivers and build Support plans accordingly with extended teams across technology from dot com to supply chain (e.g. integrating new payment providers, redesigning checkout experiences, introducing dropship partners)
- Serve as the primary point of contact for the Western Europe business team during their working hours, providing timely support and resolution for digital operations issues and ensuring seamless communication and collaboration across regions.
- Develop and implement automation tools for operational tasks in partnership with the SRE team
- Develop and maintain dashboards and observability solutions to monitor end to end digital operations performance, identify trends and detect issues proactively
- Collaborate with Site Reliability Engineers, Product Owners, L1/L2 team, Customer Service and Order Management teams to develop and implement technical solutions to end-to-end operational issues
- Communicate with stakeholders, including development teams, product teams, and external partners, to ensure alignment and coordination
- Collaborate with the global digital engineering team to identify opportunities to improve site performance and user experience, including analyzing site speed issues and implementing optimizations to improve site load times and overall performance.
- Develop and maintain operational documentation via Confluence inclusive of site performance management, incident management and problem management processes with business value
- Provide continual process improvement and innovation
- Act as a team player
- Participate in on-call rotation to support 24/7 operations as needed for escalation