Ralph Lauren Senior Digital Technology Analyst, Production Operations

Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
Position Purpose and Scope As a Senior Analyst in Production Ops, this role will be responsible to lead the production support of Ralph Lauren websites in North America, Europe, and APAC, supporting ecommerce and OMS business applications. Purpose & Scope: Based in Bengaluru, India this Production Ops Senior Analyst role will be working in partnership with Global Digital teams leveraging strong technology & analytical skills to enable production support and operations of the digital systems. Successful candidates will also be able to follow a disciplined approach (Agile & Production Ops) in managing work & communicating effectively and following established IT guidelines (security, project processes, etc.).
Essential Duties & Responsibilities
What you will be doing (responsibilities):
Point of contact and issue ownership for operational support status of all global ecommerce sites (as assigned) including related internal and third-party applications and services that support the ecommerce platform.
Log, track and communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
Leverage hands-on experience to lead team to triage and escalate issues to third level support as appropriate.
Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
Produce scheduled reports on the health status of assigned applications and services. Obtain, collate, assess, and present information from the various operational service providers; draft and coordinate the remedial action plans for any failed health status measure.
Report on weekly metrics to track adherence to SLAs and KPIs, both for support processes and system availability.
Provide incident management escalation and communication for all production support incidents.
Create/maintain operational documentation and knowledge base to streamline incident resolution.
Maintain quality service by establishing and enforcing organizational standards.
Own end-to-end production health including observability, monitoring, and reliability improvements across digital platforms
Lead major incident management bridges, ensuring timely resolution and clear communication to stakeholders
Drive root cause analysis (RCA) and implement preventive measures to reduce recurring incidents
Automate repetitive operational tasks and develop runbooks/self-healing solutions to improve efficiency
Collaborate with engineering teams on production readiness, release validation, and performance optimization
Monitor business-impacting metrics (checkout, orders, latency) and align operational priorities accordingly
Manage vendor SLAs and coordinate with third-party providers for incident resolution and system stability
Support peak event readiness including traffic scaling, monitoring, and contingency planning
Demonstrate the ability to complete multiple tasks under pressure. Partnerships:
Proactively build relationships by being Operations oriented and focused on commitments/deliverables.
Willing to work on shift or flexible hours, as on call person, to hit project deadlines or address production issues.
Mentor and train junior resources for production support and operations.
Experience, Skills & Knowledge
What you bring (Qualifications):
Bachelor's degree in computer science, Information Systems, Project management or other related field, or equivalent work experience.
7+ years hands on technical experience in production support or infrastructure environments, software quality assurance, or a development profile ok to work on support
IBM Sterling OMS experience Mandatory.
Knowledge of the ecommerce business model (i.e., Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.).
Ability to interact effectively with internal business teams, at different levels of the organization.
Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.
Microsoft Office, JIRA experience.
Some experience in analysis and documentation of functional requirements for ecommerce projects.
Self-motivated and results oriented.
Ability to work effectively individually and in a team environment.
Limited evening and weekend work is required.
Excellent verbal and written communication skills with proven ability to partner with stakeholders inside and outside of IT as well as vendors and other external entities.
Demonstrated ability to manage multiple tasks and support projects, to prioritize, and adapt to a changing technology environment.
Strong sense of accountability and ownership - especially for managing the production support of digital systems.

Work arrangement
No