Web Operations Manager

  • location: Framingham, MA
  • type: Contract

job description

Web Operations Manager

Web Operations Manager is responsible for maintaining and improving the availability, performance and usability of client E-Commerce Websites. The role provides breadth and depth of opportunity across the E-Commerce landscape. Motivated leaders with excellent communication, a passion for customer service, excellent technical fundamentals and a talent for problem solving will find great success and fulfilment in the role.

- Responsible for leading the daily IT operations of the E-Commerce Websites. Ensure systems meet availability goals, transactions perform as expected, capacity is available and user experience is excellent.

- Responsible for resolving incidents and problems affecting the E-Commerce platform. Establishes appropriate SOPs and 24/7 coverage models.

- Manages and leads troubleshooting maturity within the Websites through constant feedback, process maturity, tool instrumentation, etc. to identify any potential issues requiring resolution.

- Collaborates with leadership and key stakeholders to appropriately assess and prioritize issues affecting the Websites. Drives resolution.

- Collaborates with team members and vendors to address issues and improve Website performance. Champions this effort with passion.

- Responsible for appropriate, timely and regular communication to key stakeholders when service disruptions occur.

- Responsible for reporting the health and trend of the E-commerce Websites on a regular basis.

- Responsible for change management affecting the E-Commerce Websites. Coordinates all planned down-time / maintenance requests for business service outages and prioritizes production workloads during crisis situations.

- Responsible for highly available systems with tested backup and recovery procedures in place. Drives constant improvement.

- Responsible for the security of the Websites.

- Responsible for holding service providers to SLAs and overall performance of the infrastructure services running the Websites.

- Act as a point of contact and escalation for internal staff to escalate issues and high priority requests. Drives service improvement and quality.

- Responsible for leading infrastructure initiatives to support projects, currency, capacity, etc.

- Collaborates with BA's, Tech Leads, Infrastructure Architects, etc. to tease out and harden infrastructure requirements, design and architecture.

- Leads infrastructure work streams to ensure initiatives are delivered on-time, with quality, within budget and within scope. Accountable for risks, issues, decisions and constraints being dealt with efficiently and appropriately.

- Responsible for the Service Transition of Website projects into production. Provides go/no-go approval for the IT operations teams.

- Leads continuous IT operations improvement to the Websites IT operations, infrastructure and production support. Meets with internal customers to review department performance versus user expectations. Continually evaluates processes and procedures to ensure operational efficiencies, continuous improvement, and compliance to best practice standards. Champions and advocates for systems improvements to support business growth.

- Partners with GS&P to support the negotiation of vendor pricing models and service level agreements. Supports and ensures compliance with the negotiation process. Works with Procurement and Legal as needed during the negotiation phase.

- Holds vendors responsible for services. Maintains, monitors, and reports on contracts and contractual relationships to ensure compliance with contract terms and conditions. Identifies contracts to terminate or re-negotiate. Supports the evaluation of contracts up for renewal and makes recommendations on best course of action. Reports on vendor performance and contract compliance. Makes recommendations on corrective actions for noncompliant vendors. Owns and manages an inventory of Websites hardware/software licensing and maintenance contracts within a regularly updated directory.

- Supports the evaluation of vendor pricing models and service level agreements. Supports and ensures compliance with the evaluation process. Reviews proposals from multiple vendors and partners with GS&P to make sourcing recommendations based on timelines, delivery, pricing, and total cost of ownership.

- Performs other duties as required.


- 5+ years of experience related IT experience

- 2+ years of Websites experience

- Experience with E-Commerce sites required.

- Experience with ATG and Endeca search preferred.

- Experience following ITIL Service Transition and Service processes preferred.

- Experience with capacity planning and performance testing for growth and peaks.

- Experience with monitoring tools preferred.

- Experience using SaaS and host based services preferred.

- Experience with E-Commerce, specifically retail preferred.

- Experience with security controls preferred.

- Experience working with and holding vendors accountable.

- Working knowledge of infrastructure to be able to manage infrastructure service providers.

- Contextual technical understanding including solutions design, development and delivery.

- Strong understanding of service level agreements in an IT environment

- IT contract and supplier management experience

- Project management and team building experience

- Curious, Inquisitive with strong analytic and decision making abilities.

- Ability to understand and communicate the business impact of technical issues.

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