Production Ops Analyst, E-commerce

Ref #:



Information Technology







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, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands.


The Ralph Lauren Corporation, a global leader in luxury fashion and design, has implemented Digital Solutions to support its Global business in North America, EMEA & APAC.

Ralph Lauren’s – Global Development Center (GDC) is focused on building high-quality technology solutions to enhance the business & customer experience across channels and geographies.

Position Overview

As an Production Ops  Analyst, this role will be responsible for 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 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

Production Ops Analyst:

  • Point of contact for all production issues and 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 and track ecommerce platform production issues and see them through to resolution.
  • Communicate effectively with ecommerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
  • Leverage hands-on experience to triage and escalate issues to third level support as appropriate.
  • Sterling OMS Alert and Exception monitoring to help manage day-to-day OMS activity and maintain system health.
  • Salesforce Commerce Cloud (SFCC) Operational tasks including: user management/audits, job monitoring, application/release support.
  • Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
  • Deliver regular site performance reports daily, weekly and monthly.
  • Track and gather data for measuring operational trends and identifying areas for improvement.
  • Maintain quality service by establishing and enforcing organizational standards.
  • Demonstrate the ability to complete multiple tasks under pressure.
  • Maintain operational documentation and knowledge base to streamline incident resolution.



  • 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. Limited evening and weekend work is required.

Experience, Skills & Knowledge

  • Bachelor's degree in Computer Science, Information Systems, Project management or other related field, or equivalent work experience.
  • At least 3 - 5 years hands on technical experience in ecommerce or OMS applications, software quality assurance or infrastructure environments.
  • Knowledge of the ecommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.) a plus.
  • IBM Sterling OMS and/or Salesforce Commerce Cloud experience required.
  • 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.
  • Self-motivated and results-oriented.
  • 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 projects, to prioritize, and adapt to a changing technology environment.


Production Ops Analyst, E-commerce