SFCC

Role & responsibilities

L1 Application Monitoring (SFCC & SFMC MCE & MCP)

1. Monitor SFCC site uptime, scheduled jobs, OCAPI/API availability, order flows, and system logs.
2. Monitor SFMC (MCE & MCP) journeys, automations, email sends, API usage, and batch activity.
3. Acknowledge, categorize, and triage alerts from monitoring tools (New Relic, Splunk, CloudWatch, SFMC logs).
4. Perform first-level troubleshooting for email delivery issues, failed sends, HTML/CSS rendering problems, or basic SQL/automation failures.
5. Validate email deliverability: bounces, suppressions, spam indicators, and send logs.
6. Perform initial checks for REST API failures, authentication issues, or data sync gaps.
7. Escalate incidents to L2 with complete diagnostic information (logs, timestamps, payloads, reproduction steps).
8. Conduct post-deployment health checks for SFCC & SFMC environments.
9. Track all incidents through SLA-driven updates and ensure timely communication with stakeholders.
10. Follow incident and change management processes for ticket creation, updates, and approvals.
11. Interact with customers/business teams to gather initial details or clarify symptoms before escalation.
12. Demonstrate self-motivation, continuous learning, and the ability to perform monitoring tasks independently.

L2 Technical Production Support (SFCC & SFMC MCE & MCP)

1. Troubleshoot advanced SFMC issues: email delivery failures, template/HTML/CSS bugs, personalization logic errors, and automation/journey defects.
2. Debug SQL query activities, segmentation logic, data extension relationships, and query performance issues.
3. Investigate REST API failures, rate limits, payload errors, and integration-related defects.
4. Analyze and resolve SFCC cartridge issues: pipelines, controllers, ISML templates, jobs, and service framework.
5. Troubleshoot SFCC SFMC integration issues, triggered sends, profile sync, event/behavioral data flows, and data ingestion errors.
6. Diagnose third-party integration failures (OMS, ERP, payment gateways, inventory/catalog feeds, tax engines, loyalty systems).
7. Perform root cause analysis (RCA) for production incidents and recommend permanent corrective actions.
8. Deploy hotfixes, configuration changes, cartridge updates, and SFMC assets across environments.
9. Optimize SFMC automations, SQL activities, journeys, and SFCC caching or job performance.
10. Collaborate directly with business users, developers, QA teams, and Salesforce Support to resolve cross-platform issues.
11. Author and maintain SOPs, runbooks, troubleshooting guides, and knowledge base articles.
12. Lead incident and change management processes, including impact analysis, approval workflows, and implementation planning.
13. Provide clear customer communication during incident bridges, status calls, and post-incident reviews.
14. Work independently with minimal supervision while continuously learning new platform features and technologies.