Description

• Act as a dependable and professional point of contact for production support issues.
• Demonstrate strong end-to-end ownership of incidents, issues, and operational tasks.
• Provide solution-first updates focused on recommendations, impact assessment, and next steps rather than open-ended questions.
• Communicate confidently with internal teams, client stakeholders, and external partners.
• Demonstrate leadership during incident triage, especially for high-priority or business-impacting issues.
• Proactively engage stakeholders to identify risks, remove blockers, and drive timely resolution.
• Maintain strong attention to detail while documenting findings, evidence, timelines, and resolution actions.
• Operate independently with minimal supervision while ensuring alignment with the broader team.

Required Skills & Experience

• 6-9 years of experience in Production Support, Application Support, ProdOps, Technical Operations, or e-commerce operations.
• Strong analytical and problem-solving skills with the ability to diagnose complex production issues.
• Experience supporting technology platforms in a fast-paced retail, e-commerce, or digital commerce environment.
• Excellent verbal and written communication skills with emphasis on clarity, context, and stakeholder alignment.
• Ability to manage multiple incidents, priorities, and investigations simultaneously.
• Strong organizational skills for documentation, issue tracking, investigation management, and follow-ups.
• Ability to work independently and make sound decisions under pressure.
• Experience collaborating with product, engineering, business operations, QA, infrastructure, and client teams.
• Familiarity with incident management, escalation processes, and production support best practices.

Technical Skills

• Strong working knowledge of Salesforce Commerce Cloud — SFCC / Demandware.
• Understanding of SFCC order lifecycle, storefront operations, jobs, feeds, integrations, and operational monitoring.
• Hands-on experience with Order Management Systems — OMS and order lifecycle processes.
• Understanding of order capture, payment authorization, inventory allocation, fulfillment, shipment, cancellation, return, refund, and exception flows.
• Working knowledge of IBM Sterling OMS is preferred.
• Experience analyzing logs, job failures, API errors, integration failures, and transaction issues.
• Familiarity with REST and SOAP APIs, JSON, XML, web services, and integration patterns.
• Experience using monitoring, logging, alerting, ticketing, and incident management tools.
• Basic understanding of databases and ability to read or interpret SQL queries is preferred.
• Understanding of upstream and downstream integrations across e-commerce, inventory, payment, warehouse, fulfillment, and customer service systems.

Nice‑to‑Have

• Experience with major incident management and critical production bridge calls.
• Exposure to global retail, fashion, luxury, or consumer e-commerce environments.
• Experience working with distributed teams across India, US, Europe, or other global locations.
• Familiarity with tools such as ServiceNow, Jira, Splunk, New Relic, Datadog, Dynatrace, Postman, or similar platforms.
• Experience creating SOPs, runbooks, support playbooks, RCA documents, and operational dashboards.
• Understanding of fulfillment ecosystems, warehouse operations, payment gateways, fraud checks, and customer service workflows

Key Skills

Education

Bachelor's degree