We are seeking an experienced IT Commercial Operations Manager to lead the operational stability, production support, and incident management functions for critical commercial technology platforms supporting a global business environment.
This role is ideal for someone who thrives in fast-paced operational environments and enjoys being the central point of coordination during high-impact incidents, production issues, and service disruptions. You will partner closely with internal technology teams, business stakeholders, and external vendors to ensure operational excellence, minimize downtime, and continuously improve platform reliability and support processes.
Key Responsibilities:
- Lead production incident management across enterprise commercial applications and services
- Coordinate cross-functional response efforts during major incidents and drive service restoration activities
- Act as the primary operational liaison between IT, business stakeholders, service desk teams, and external vendors
- Manage ticket prioritization, escalation, backlog management, and operational workflows
- Own production bug triage, impact assessment, and coordination of resolution paths
- Drive operational governance, post-incident reviews, and root cause remediation efforts
- Partner with development and infrastructure teams to improve production stability and operational readiness
- Monitor operational metrics, identify recurring issues, and recommend process improvements
- Ensure clear, timely, business-focused communication during incidents and service disruptions
- Support change and release activities with a focus on production risk mitigation and support readiness
Required Experience:
- 5+ years of experience in IT operations, production support, application support, or service management environments
- Strong experience managing production incidents and coordinating cross-functional technical teams
- Solid understanding of incident management, problem management, and operational support processes
- Experience supporting enterprise and SaaS-based application environments
- Knowledge of SOX Compliance and IT General Controls (ITGC)
- Strong analytical, organizational, and problem-solving skills
- Excellent communication skills with the ability to translate technical issues into business-friendly language
- Experience working with service desks, infrastructure teams, development teams, and third-party vendors
- Ability to manage multiple priorities across global or multi-region environments
Nice to have skills:
- Experience supporting customer-facing or revenue-impacting systems
- Exposure to global operational support models across multiple regions and time zones
- Experience working in highly collaborative, fast-moving enterprise environments