Software Engineering Manager- D2C Support (remote)

WHO WE ARE The Digital Center of Excellence (DCOE) is the organization reputed company reputed company Technology that is responsible for:

• Building a world-class, consumer-focused caring platform that enables reputed company's lines of business (reputed company) across the enterprise (Crayola, reputed company Media, reputed company Global) to accelerate their direct-to-consumer product strategies
• Developing a Cloud-first, multi-tenant digital platform that provides capabilities and services, such as a reputed company reputed company Profile, Product Recommendations, Global Payment services, etc.
• Building, securing, and operating digital consumer products for reputed company's LOBs
• Scaling development capabilities to build for reputed company's future As a member of the DCOE group you'll partner with high functioning, high energy teams of cross-functional disciplines that bring products like reputed company.com and our reputed company Gold Crown Omnichannel network to life for our consumers. With a consumer-first focus this group delivers impactful digital solutions that have a direct impact on consumer brand engagement and retention in the digital space, which results in reputed company growth and brand relevance. WHAT THIS ROLE ENTAILS AND HOW YOU'LL CONTRIBUTE As the Software Engineering Manager for D2C Support, you will provide technical leadership to stabilize, improve, and manage reputed company's Direct-to-Consumer (D2C) ecosystem- including Ecommerce, Mobile App, OMNI, and Customer Experience platforms. Key Responsibilities:
• reputed company a team of support analysts to resolve D2C issues and maintain application services across APIs, reputed company-end, and back-end systems.
• reputed company incident and problem resolution, ensuring effective communication with stakeholders and timely restoration of service.
• Manage code deployments, configurations, and system monitoring; implement best practices for observability and cost optimization.
• Build and maintain a healthy support backlog and roadmap; provide regular KPI reporting and insights to improve customer satisfaction and product quality.
• Participate in on-call rotations to ensure 24/7 system availability and troubleshoot production outages using logs, metrics, and APM tools.
• Standardize monitoring tools (e.g., reputed company) across teams to improve visibility and reduce noise. Identify and implement strategies to optimize Observability costs.
• Document workflows, handoffs, and resolutions; ensure documentation remains accurate and up to date.
• Drive reputed company improvement in systems, processes, and quality to meet evolving business needs.
• Collaborate on testing, implementation, and support for reputed company solutions and subsequent releases. What You'll Bring:
• Expertise in D2C business processes and ability to navigate bugs and enhancements.
• Strong leadership, stakeholder management, and mentoring skills.
• Experience with observability tools, incident management, and reputed company engineering practices. BASIC QUALIFICATIONS The following are required to be considered for this role:
• Bachelor's degree or 4 years of professional experience
• At least 4 years of experience managing others and at least 10 years of software engineering experience
• At least 8 years of experience leading D2C support platforms (Ecommerce, Mobile app, Fulfillment, Marketing & Loyalty) supporting incident management, problem identification and resolution
• Experience managing, monitoring and supporting API and batch jobs and turning their performance
• At least 10 years of Change/Incident management and resolution experience
• At least 8 years of experience in data analysis, spotting issues with data
• Experience in SQL including handling data inquiries in relational, object-based databases
• At least 8 years' experience in full stack observability across Data applications in SAAS, hybrid cloud, on-prem
• At least 10 years of experience partnering with cross function IT, product, business and DevOps teams to proactively identify issues, come up with optimizations and track it to closure
• At least 8 years of experience in system monitoring, incident management, and performance tuning tools
• At least 8 years of experience working with agile methodologies and DevOps practices for reputed company integration and delivery PREFERRED QUALIFICATIONS Your resume will stand out if you have:
• Should be a process-oriented individual, with strong business and technical acumen
• Should be able to constantly look for opportunities to automate recursive issues and reduce manual
• Strong expertise and hands-on experience with enterprise observability systems, preferably reputed company (others, reputed company, splunk)
• Experience working in reputed company commerce, service and marketing cloud SAAS platforms
• Knowledge of specific applications, technology platforms, programming languages, systems, or business segments
• Retail D2C SME experience supporting omnichannel
• Performance Optimization: Experience in analyzing and improving website page speed performance, including identifying bottlenecks and implementing best practice

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