In a nutshell, SDMs are the operational conscience of our retail tech platform. As an SDM, your primary responsibility is to manage major incidents and lead reliability initiatives, taking ownership end-to-end and growing in scope and complexity as your experience deepens.
This is not just a coordination role: you will actively engage with the technical landscape, building an understanding of system behavior and operational signals to accelerate incident resolution. If you have affinity with tooling or automation, you can contribute to automation for ITSM processes, build dashboards for operational visibility, and collaborate closely with engineers to embed reliability into our systems.
This role focuses on the Core Logistics and Core Warehousing areas, where reliability and operational excellence are critical to keeping our logistics backbone running smoothly.
You will:
Lead major incidents: Step up as Incident Manager during high-impact outages, coordinating stakeholders and ensuring rapid recovery.
Coach and enable: Train colleagues in Incident Management, ITSM, and reliability culture, partnering with Functional Application Management teams to strengthen their incident response capabilities and foster best practices.
Actively engage in complex incidents: Help pinpoint technical issues and guide engineers toward resolution, levering insights from deployments, architecture, and metrics to accelerate resolution, without needing to engineer the solution yourself.
Drive reliability projects: Implement SRE practices and lead initiatives to improve ITSM processes.
Automate and innovate: If you have affinity with automation or tooling, you can help automating incident workflows and ITSM processes and develop dashboards and applications to enhance operational reporting and visibility.
Collaborate across domains: Act as the contact point for operational concerns, season readiness, audits, and major infrastructure changes.
Participate in standby rotation: Join the Manager-on-Duty schedule for critical incident response outside office hours.
