Job Summary
The Adobe Commerce Platform Operations lead is responsible for end-to-end operational management of the enterprise Adobe Commerce (Magento) ecosystem across multiple tenants and brands. This role leads all levels of IT support, oversees platform stability and performance, and ensures adherence to SOX and IT General Controls (ITGC) requirements. The lead will align closely with Engineering, Security, Product, and Business Operations to deliver a secure, compliant, high-availability digital commerce environment. The role will also be responsible for paving the path for operational excellence using AI ops.
Responsibilities
Platform Operations & Leadership
- Own day-to-day operations of the Adobe Commerce platform across multiple tenants, ensuring reliability, scalability, and optimal performance.
- Lead and mentor a cross-functional team of support engineers, administrators, and analysts responsible for Level 1, 2, and 3 support.
- Manage incident, problem, and change management processes, ensuring timely resolution and communication.
- Oversee release and deployment activities; partner with engineering teams to ensure smooth production launches.
- Develop and maintain operational runbooks, SOPs, capacity plans, and business continuity documentation.
- Responsible for the Peak sale preparation and holiday support for all the Consumer stores including HP Store
Service Delivery & Support
- Define and manage SLAs/OLAs for platform availability, response times, and resolution targets.
- Serve as escalation point for complex technical issues related to Adobe Commerce, integrations, and supporting infrastructure.
- Collaborate with vendors, managed service providers, and Adobe support to triage and resolve critical issues.
- Monitor system health, security posture, and performance using appropriate tools and dashboards.
Compliance, SOX & ITGC
- Own SOX and ITGC compliance for the Adobe Commerce platform, ensuring controls are implemented, maintained, and tested successfully.
- Partner with internal audit and external auditors to support audits, walkthroughs, and evidence collection.
- Maintain platform access controls, segregation of duties, and change-management processes consistent with SOX requirements.
- Ensure all operational activities align with corporate security, risk, and compliance standards.
- Drive remediation activities for audit findings and maintain continuous compliance readiness.
Strategic Planning & Continuous Improvement
- Define platform operational strategy, roadmap, and KPI framework aligned with business and IT objectives.
- Identify opportunities to automate manual tasks, streamline processes, and improve platform reliability.
- Recommend and prioritize enhancements that improve customer experience, supportability, and overall system health.
Education & Experience Recommended
- Demonstrated experience in automation and AI tools for improving operational efficiency.
- Four-year or Graduate Degree in Computer Science, Information Technology, Software Engineering, or any other related discipline or commensurate work experience or demonstrated competence
- 7+ years of experience in eCommerce platform operations, with at least 3 years managing teams.
- Strong knowledge of Adobe Commerce (Magento) architecture, extensions, integrations, and operational best practices.
- Proven experience managing multi-tenant or multi-brand commerce environments.
- Demonstrated ability to manage SOX/ITGC controls, audits, and related compliance processes.
- Experience with ITIL processes, including incident, change, and problem management.
- Strong vendor management and cross-functional communication skills.
Preferred Certifications
- Experience with cloud-hosted Adobe Commerce (Commerce Cloud) environments.
- Familiarity with DevOps, CI/CD pipelines, and related tooling.
- Exposure to PCI DSS, GDPR, and other security/compliance frameworks.
- Experience working in a large enterprise or global organization.
Knowledge & Skills
Operational Excellence
Risk & Compliance Management
Customer Focus
AI and Automation
Strategic Thinking
Communication & Stakeholder Management
Problem Solving & Decision-Making
Cross-Org Skills
- Customer Centricity
- Prioritization
- Resilience
- Team Management
- Strategic Thinking
Impact & Scope
- Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.
Complexity
- Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.
Disclaimer
- This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
