Application Support & Maintenance (eCommerce)

Role Summary

We are looking for a hands-on Technical Lead to lead the Application Support and Maintenance function for a large-scale eCommerce platform. The ideal candidate will have strong experience in Production Support, Incident Management, Java/Spring Boot applications, CommerceTools, and Azure Cloud.

This role is responsible for ensuring application stability, driving incident resolution, leading root cause analysis, managing support teams, and implementing automation initiatives to improve operational efficiency.

Key Responsibilities

• Lead Production Support and Application Maintenance activities for eCommerce applications.
• Act as the primary technical escalation point for critical production incidents.
• Drive Incident, Problem, and Change Management processes.
• Conduct Root Cause Analysis (RCA) and implement preventive solutions.
• Monitor application health, performance, and availability.
• Collaborate with development, infrastructure, and business teams to ensure operational excellence.
• Lead support teams and drive continuous service improvements.
• Support production releases and ensure operational readiness.
• Identify opportunities to automate repetitive support and operational tasks.
• Leverage AI-powered tools and automation solutions to improve incident analysis, troubleshooting, knowledge management, and operational efficiency.
• Drive adoption of AI-assisted workflows for faster issue resolution, proactive monitoring, and support productivity improvements.

Required Skills

• 8+ years of experience in Application Support and Maintenance.
• Strong hands-on experience with:
  • Java
  • Spring Boot
  • REST APIs
  • Microservices
• Experience supporting CommerceTools-based eCommerce platforms.
• Strong knowledge of Azure Cloud services and application hosting.
• Experience in:
  • Production Support
  • Incident & Problem Management
  • Root Cause Analysis (RCA)
  • Performance Troubleshooting
  • Production Deployments
• Knowledge of WebLogic JMS, messaging systems, or event-driven architectures (Kafka, Azure Event Hub, RabbitMQ, etc.).
• Familiarity with monitoring and observability tools such as Splunk, Dynatrace, Grafana, App Insights, or similar.
• Experience leading onsite/offshore support teams.

Good to Have

• Knowledge of React.js and modern frontend application architectures.
• Experience with Contentstack CMS and headless content management platforms.
• Retail/eCommerce domain experience.
• Exposure to AI, AIOps, and support automation platforms.
• Understanding of ITIL processes and service management.
• Azure and/or CommerceTools certifications.

What We're Looking For

A proactive Technical Lead with strong operational ownership who can ensure production stability, lead support teams, resolve complex issues, and drive automation, AI-led operational improvements, and continuous service excellence across a modern eCommerce platform. The candidate should be comfortable working across both backend and integrated eCommerce ecosystems, with exposure to modern frontend and content management platforms being an added advantage.