✓ SPOC/Escalation contact for any L2-L3 support issues pertaining toeCommerce 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 GSPAN 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 andproblem 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 SLA’s, 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.
