Hallmark Technology is looking to stabilize, improve, and manage its Direct-to-Consumer (D2C) ecosystem, including Ecommerce, Mobile App, OMNI, and Customer Experience platforms, to drive revenue growth and brand relevance.
Requirements
- 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
- 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 working with agile methodologies and DevOps practices for continuous integration and delivery
Responsibilities
- Lead a team of support analysts to resolve D2C issues and maintain application services across APIs, front-end, and back-end systems.
- Oversee 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., Datadog) across teams to improve visibility and reduce noise.
- Document workflows, handoffs, and resolutions; ensure documentation remains accurate and up to date.
Other
- 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
- Strong leadership, stakeholder management, and mentoring skills
- Travel requirements not specified
- Must be authorized to work in the United States
