Description :

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

- 10+ 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