We are seeking an experienced Application Monitoring Specialist to support Salesforce Commerce Cloud (SFCC) and Salesforce Marketing Cloud (SFMC - MCE & MCP) environments. The role focuses on proactive monitoring, first-level troubleshooting, and incident management to ensure high availability, performance, and stability of customer-facing applications.

Roles & Responsibilities:

Application Monitoring - SFCC & SFMC :

- Monitor SFCC site uptime, scheduled jobs, OCAPI/API availability, order flows, and system logs

- Monitor SFMC (MCE & MCP) journeys, automations, email sends, API usage, and batch processes

- Acknowledge, categorize, and triage alerts from monitoring tools such as New Relic, Splunk, CloudWatch, and SFMC logs

Incident Management & Troubleshooting :

Perform L1 troubleshooting for :

- Email delivery failures and failed sends

- HTML/CSS rendering issues

- Basic SQL query or automation failures

- Validate email deliverability metrics including bounces, suppressions, spam indicators, and send logs

- Conduct initial checks for REST API failures, authentication issues, and data synchronization gaps

- Escalate incidents to L2 teams with complete diagnostic details (logs, timestamps, payloads, and reproduction steps)

Operations & Communication :

- Conduct post-deployment health checks for SFCC and SFMC environments

- Track incidents with SLA-driven updates and ensure timely communication with internal and external stakeholders

- Follow incident and change management processes for ticket creation, updates, approvals, and closures

- Interact with customers and business teams to gather initial details or clarify reported issues before escalation

Required Skills & Experience :

- 8 - 15 years of experience in application monitoring or production support

- Hands-on experience with Salesforce Commerce Cloud (SFCC) and Salesforce Marketing Cloud (MCE & MCP)

- Strong understanding of email delivery, automations, and journeys in SFMC

- Experience with monitoring and logging tools such as New Relic, Splunk, CloudWatch

- Working knowledge of REST APIs, authentication mechanisms, and data integrations

- Basic knowledge of SQL and automation workflows

- Strong incident management and stakeholder communication skills

Key Competencies :

- Ability to work independently in a 24x7 monitoring environment

- Strong analytical and troubleshooting mindset

- High ownership and accountability for production stability

- Self-motivated with a focus on continuous learning and improvement