Role : Technical Service Manager

We are looking for an experienced Technical Service Manager to oversee production operations and service management for a custom-built eCommerce platform in a distributed enterprise environment.

The role requires a strong understanding of modern application architecture, integration technologies, incident and problem management, and observability practices.

The ideal candidate will ensure platform stability, drive operational excellence, manage critical incidents, coordinate root cause analysis, and collaborate with engineering and business stakeholders to improve service reliability and performance.

Key Responsibilities :

- Manage production operations and technical service delivery for a custom-built eCommerce platform in a distributed environment.

- Lead critical incident management, including P1/P2 incidents, SWAT calls, stakeholder communication, escalation management and service restoration.

- Drive problem management and ensure root cause analysis (RCA), corrective actions and preventive measures are completed.

- Collaborate with engineering, application support, infrastructure and platform teams to resolve production issues and minimize service disruptions.

- Maintain standard operating procedures (SOPs), operational runbooks and service governance practices.

- Monitor application health, availability and performance through logs, metrics, traces, dashboards and alerting systems.

- Improve observability practices, alert quality, error budget management and operational readiness.

- Apply technical understanding of Java microservices, API management, Kafka-based event streaming and messaging, and Azure Integration Services.

- Support troubleshooting of enterprise integration workflows involving routing, transformation, orchestration and canonical data models.

- Coordinate operational reviews, incident reporting, service performance tracking and continuous improvement initiatives.

- Work closely with technical and business stakeholders to communicate service risks, incident status, resolution progress and operational priorities.

Required Skills and Experience :

- 10+ years of experience in production operations, technical operations, service management or SRE-adjacent roles within enterprise environments.

- Experience supporting custom-built eCommerce platforms or distributed enterprise applications.

- Strong understanding of Java microservices architecture and API management.

- Working knowledge of Kafka and event streaming or messaging architectures.

- Familiarity with Azure Integration Services, including Logic Apps, Service Bus and Event Grid.

- Understanding of Enterprise Service Bus (ESB) concepts, including routing, transformation, orchestration and canonical models.

- Proven experience managing P1/P2 incidents, major incident communications, SWAT calls and escalations.

- Strong problem management skills, including RCA ownership and corrective action tracking.

- Experience creating SOPs, operational runbooks and service governance frameworks.

- Understanding of observability practices, including logs, metrics, distributed tracing, alerting, dashboards and error budgets.

- Strong stakeholder management, communication, coordination and analytical skills.

Preferred Candidate Profile :

A technically strong service management professional who combines enterprise production operations experience with knowledge of modern application architecture, integration platforms and reliability practices.

The candidate should be capable of managing critical incidents, driving operational improvements and ensuring the stability and reliability of business-critical eCommerce systems.