Sr Manager Technology - Infrastructure Engineering Operations

Sr. Manager, Infrastructure Engineering Operations

About Williams-Sonoma, Inc.

Founded in 1956 and headquartered in San Francisco, California, Williams-Sonoma, Inc. is a Fortune 500, digital first, multi-channel specialty retailer. Our company vision is to own the home, and the places where our customers work, stay, and play. We bring the latest home furnishing trends to life for customers through the individual lenses of our ten distinct brands, each serving different life stages and rooms of the home and beyond. Our brands include Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Rejuvenation, Mark & Graham, GreenRow, and Dormify. We are committed to sustainability, continuously working to protect our planet, while building an open and collaborative culture across our organization.

With more than 500 retail stores globally and multiple international franchise operations, technology is a core driver of our business strategy. We build and operate in-house platforms powering e-commerce, supply chain, merchandising, analytics, and customer experience ecosystems worldwide.

Engineers at the Williams-Sonoma India Technology Center build and scale digital commerce platforms that power these global brands, serving millions of customers worldwide.

Role Overview

The Sr. Manager, Infrastructure Engineering Operations will lead operational engineering teams within the India Technology Center responsible for Windows, Linux, Storage, Enterprise Tools, virtualization, and infrastructure platform operations.

This role combines deep technical leadership, operational governance, engineering execution, automation enablement, and people management. The ideal candidate is an experienced infrastructure engineering leader who brings strong enterprise infrastructure expertise together with a passion for operational excellence, engineering culture, continuous improvement, and team development.

This leader will play a key role in scaling modern infrastructure engineering practices focused on reliability, automation, observability, and end-to-end platform ownership. Working closely with global engineering leaders and peer organizations, this role will help establish consistent engineering standards, operational governance, technology roadmaps, and execution practices across geographically distributed teams.

This role requires a technically strong leader who can actively engage in operational discussions, incident management, infrastructure strategy, engineering reviews, automation initiatives, and architectural decision support while also building and developing high-performing engineering teams.

This role reports to the Director, Technology Solutions Infrastructure.

Impact of the Role

• Lead and scale high-performing operational engineering teams supporting enterprise infrastructure platforms.
• Drive operational excellence initiatives focused on reliability, scalability, automation, observability, and engineering consistency.
• Drive automation-first operational maturity by reducing repetitive manual effort and improving operational scalability.
• Improve service reliability, Mean Time to Resolution (MTTR), monitoring effectiveness, operational documentation, and engineering consistency.
• Establish a strong culture of operational ownership, collaboration, accountability, and continuous learning.
• Lead operational readiness activities for peak retail periods and major enterprise initiatives.
• Leverage AI-assisted operational engineering practices to improve troubleshooting, monitoring analysis, operational reporting, and engineering productivity.

Technology Platforms You Will Work On

• Windows
• Linux
• Virtualization platforms
• Storage
• Enterprise tooling
• Automation platforms and frameworks
• Infrastructure-as-code
• ServiceNow
• Observability platforms
• Monitoring systems
• Cloud platforms
• Collaboration tools

Key Responsibilities

• Lead and scale high-performing operational engineering teams supporting enterprise infrastructure platforms.
• Provide hands-on technical leadership and operational direction across infrastructure domains including Windows, Linux, virtualization, storage, enterprise tooling, and automation platforms.
• Lead technical discussions involving operational risk, infrastructure reliability, automation strategy, incident management, and platform operational readiness.
• Drive operational excellence initiatives focused on reliability, scalability, automation, observability, and engineering consistency.
• Partner closely with architects, senior engineers, cybersecurity, cloud, and platform engineering teams to improve infrastructure reliability and operational maturity.
• Drive automation-first operational maturity by reducing repetitive manual effort and improving operational scalability.
• Own operational governance processes including incident management, change management, escalation management, and continuous service improvement initiatives.
• Improve service reliability, Mean Time to Resolution (MTTR), monitoring effectiveness, operational documentation, and engineering consistency.
• Mentor engineers through technical coaching, operational leadership, and engineering best practices.
• Establish a strong culture of operational ownership, collaboration, accountability, and continuous learning.
• Lead operational readiness activities for peak retail periods and major enterprise initiatives.
• Partner with global engineering teams to ensure seamless operational coordination and support continuity.
• Leverage AI-assisted operational engineering practices to improve troubleshooting, monitoring analysis, operational reporting, and engineering productivity.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field (or equivalent experience).
• 10+ years of enterprise infrastructure operations or systems engineering experience.
• 5+ years of technical leadership and people management experience leading enterprise infrastructure engineering or operations teams.
• Proven experience leading enterprise infrastructure engineering or operational engineering teams in large-scale production environments.
• Solid technical depth across enterprise infrastructure technologies, operational engineering, automation, and platform reliability practices.
• Ability to engage deeply in technical troubleshooting, operational escalation management, infrastructure reviews, and engineering decision-making.
• Strong balance of technical credibility, operational discipline, and people leadership.
• Demonstrated success building engineering culture centered around accountability, ownership, collaboration, and continuous improvement.
• Deep understanding of building systems with cross-domain building blocks including Windows, Linux, virtualization, storage, monitoring, automation, and operational tooling.
• Experience managing complex incident response, operational governance, and major incident management processes.
• Track record of driving operational maturity around process measurement and improvement.
• Experience with enterprise operational tooling such as ServiceNow, observability platforms, monitoring systems, automation frameworks, and collaboration tools.
• Demonstrated interest in AI-assisted operational engineering practices and modern infrastructure operations.
• Strong communication, organizational, and cross-functional collaboration skills.
• Ability to operate effectively in fast-paced, highly collaborative enterprise environments.
• Experience managing enterprise operational support functions including incident management, change management, and other ITSM functions across multiple infrastructure stacks.
• Strong understanding of automation practices including scripting, orchestration, infrastructure-as-code, and operational tooling.
• Familiarity with cloud platforms, virtualization platforms, monitoring systems, and infrastructure observability practices.
• Strong understanding of ITIL-aligned operational processes.
• Experience driving operational metrics, KPIs, SLA adherence, and continuous service improvement initiatives.
• Superior written and verbal communication skills with strong executive communication capability.
• Experience supporting retail, eCommerce, or other large-scale customer-facing global enterprise environments preferred.
• Experience supporting highly seasonal or peak-event operational environments is a plus.

Why Join Williams-Sonoma India Technology Center

• Our people first and performance driven culture means that we provide opportunities to grow and build a career and invest in the well-being of our associates, including comprehensive benefits to support you and your family.

• Scale and innovation of a Fortune 500 company combined with a high-ownership that empowers engineers to make real impact.

• Build and operate large-scale digital commerce platforms serving millions of customers worldwide, working on systems that run at global scale.

• Continuous learning environment with opportunities to work on cutting-edge technologies, AI-driven solutions, and large-scale engineering challenges.

• Hybrid work model designed for flexibility and collaboration, with two in-office days for team engagement.