Retail Reliability Operations Lead

Job Summary

Leading incident response and reliability operations, the full-time Retail Reliability Operations Lead will ensure system stability and rapid recovery of critical retail systems while collaborating across technical teams to enhance performance and customer experience.

Key Responsibilities

• Serve as the primary escalation point for high-impact incidents affecting store and pharmacy systems, driving end-to-end incident response
• Oversee the operational lifecycle from incident detection through resolution, ensuring adherence to SLAs and reliability targets
• Collaborate with SRE and engineering teams to implement improvements in system reliability and fault tolerance

Required Qualifications

• 5+ years of experience leading complex incidents across technical and business teams
• 3+ years of hands-on experience in incident management and resolution
• Working knowledge of retail systems and workflows
• Ability to analyze data trends to drive proactive reliability improvements
• Strong sense of ownership and accountability in a 24x7 operational environment