Job Description

Our client is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets.

Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC.

Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work.

About the Role

We are establishing a new Network Operations Center hub in Romania to expand our 24/7/365 global operations. We are looking for a senior NOC Team Leader to build, lead, and own this new site from day one — combining strong technical leadership with hands-on team management.

This is a founding leadership role, reporting directly to the NOC Team Leader in Israel — a close working partnership that anchors the new Romania site within the global NOC operation. Onboarding will include traveling to our Israel office to learn our systems, processes, and team dynamics alongside the Israeli team. You will work in close partnership with NOC Israel, R&D, DevOps, Tech Support, Payments, Fraud, and Delivery — several of which also have a presence in our Romania site, enabling close on-site collaboration.

About the NOC Team

The NOC operates 24/7/365 as the first line of defense for production stability — monitoring systems, responding to alerts, fixing orders, triaging incidents, and escalating to second-line support, R&D, and domain experts per defined protocols.

Requirements

Responsibilities

Leadership & Site Establishment

• Build the Romania NOC site end-to-end: hiring, onboarding, shift rotation design, tools setup, knowledge base, and escalation runbooks.
• Own day-to-day management of the local NOC team.
• Define and embed the operational rhythm: 24/7/365 shift coverage, handovers, escalation matrix, post-incident reviews.
• Manage the local team end-to-end: hiring, performance reviews, mentoring, and professional growth.
• Conduct performance reviews, coaching sessions, and development discussions with team members.
• Own team KPIs, service quality, and operational performance.

Technical Leadership

• Serve as the primary technical escalation point for the Romania NOC team throughout the establishment phase.
• Drive improvements in monitoring, alerting, and runbooks; identify recurring issues and root-cause patterns.
• Drive modernization of NOC operations — leverage AI and automation to enhance monitoring, alerting, incident triage, and operational efficiency.
• Define and continuously improve technical processes; own end-to-end execution.
• Analyze operational data, surface actionable insights, and produce KPI / SLA reports for leadership.

Cross-Site & Cross-Team Collaboration

• Operate seamlessly within a hybrid Israel + Romania model — establish handover protocols, shared on-call rotations, and joint incident response.
• Work in close daily collaboration with NOC Israel, R&D, DevOps, Tech Support, Payments, Fraud, and Delivery.
• Represent NOC in operational forums: deployments, change reviews, post-mortems, and KPI reporting.

Position Requirements

• 5+ years in production operations / NOC / Technical Support, including a minimum of 3 years in a leadership role managing technical teams.
• Proven experience managing production support / NOC teams in a 24/7/365 environment.
• Strong hands-on technical background — confident running incident bridges, analyzing logs, querying databases, and diving deep into the technology stack.
• Strong SQL skills; comfortable working with operational data at scale.
• Hands-on experience with monitoring and observability tools (Grafana, Coralogix, Anodot, or equivalent), incident management (Jira, Confluence, Zendesk), and modern debugging tools.
• Experience hiring, onboarding, coaching, and developing employees.
• Excellent communication and stakeholder management skills.
• Ability to lead independently, make operational decisions, and drive execution.
• Excellent English, written and verbal — fluent professional level.
• Willingness to travel to Israel for onboarding and training.
• Strong ownership mindset, calm under pressure, initiative-driver — able to build a team and a process from scratch.

Strong Advantages

• Prior experience in e-commerce, payments, or SaaS production operations.
• Experience establishing a new operations site or 24/7 center.
• Experience designing on-call rotations and shift management for distributed / multi-site teams.
• Hands-on experience leveraging AI tools and automation to modernize operational workflows.
• Experience building dashboards, reporting / training programs, and KPI measurements.
• Advanced Excel skills; scripting / automation skills.