The Support lead is responsible for L2 and L3 support/maintenance of eCommerce ecosystem of applications involving SFCC B2B commerce platform, Umbraco CMS and Tenovos DAM platform including trouble shooting of content flow into SFCC B2B ecommerce applications.

This role involves running of support teams that support content delivery, Product information, out of box as well as custom features, integrating third-party services, and ensuring optimal performance, security, and scalability of eCommerce ecosystem of applications.

Should be well versed in ITIL framework.

Key Responsibilities :

- SPOC/Escalation contact for any L2-L3 support issues pertaining to eCommerce ecosystem of applications

- Experienced in supporting ecosystem of applications involving SFCC B2B, Salsify PIM, Umbraco CMS and Tenovos DAM, SAP ERP, Azure integration services, along with Next.js UI

- Coordinate with Carlsberg stakeholders, OEM, 3rd party support teams and GSPANN teams to address issue resolutions & permanent fixes across CMS, PIM, DAM, eCommerce, Next.js UI and their Azure integrations/APIs with other applications like SAP ECC, DMS etc.,

- Guide and work with the team on day to day support tickets(incidents and problem tickets), hot fixes, RCA, SOP/Runbook/KEDB updates, stakeholder engagement/updates.

- Runs daily stand up meetings. Helps team in addressing any technical blockers like tools setup, deployment and automated unit test setup, defect fixing

- Provides technical clarifications on user stories and tasks to the teams

- Will help resolve inter-dependent technical data/content flow across ecommerce-CMS-DAM-PIM applications

- Helps technical programme manager and Scrum Master in Sprint/Kaban planning and execution

- Documentation of configuration/code changes and functional/technical process changes

- Work with Architects, Product Owner for any clarifications, technical feasibility of permanent fixes

- Experienced in incident, problem, change, transition and release management

- Experienced in initiating and running triage calls to get major incidents, P1/P2/P3 issues resolved

- Track and collate support metrics - Track & monitor SLAs, generate support metrics reports and publish to stakeholders

- Supporting, maintaining and improving the working of existing Salesforce applications for optimal functionality.

- Maintaining integrations across eCommerce ecosystem of applications(SFCC B2B application, Umbraco CMS, Salsify PIM, Tenovos DAM, SAP ERP. Payment services, Tax services and WMS/3PL) is preferred

- Collaborating with stakeholders and other developers to identify and implement improvements for the system.

- Ensuring compliance with security and development standards of Salesforce.

Skills and Experience :

- Experienced in leading a team of 5-10 support team members and giving technical guidance to ensure support SLAs and KPIs planned are met.

- Should track the day to day progress with team using ServiceNow, JIRA and sprint delivery metrics

- Experienced in running teams in shifts and planning/executing shift ROTA

- 7+ years of experience with Salesforce commerce cloud configuration/flows with working understanding of Umbraco CMS, Salsify PIM, Tenovos DAM, SAP ERP, Payment services, Tax services and WMS/3PL

- Experience in using GitHub is mandatory & knowledge on CI/Cd is a plus.

- Experience with continuous integration, unit testing, static analysis, and automated integration tests. Continuous delivery experience preferred

- Proven understanding of Scrum/Kanban and agile principles

- Comfortable working in a fast-paced, results-oriented environment

- Excellent verbal and written communication and collaboration skills to successfully connect with both business and technical teams

- Experience in applying hot fixes, continuous integration, unit testing, and deployment into live environments is must.