Application Monitoring - SFCC -SFMC – MCE -MCP (SFCC certification is mandatory)

Position-1:

Title: Application Monitoring  - SFCC & SFMC – MCE & MCP (SFCC certification is mandatory)

Location: - Atlanta, GA Hybrid- onsite 3 days a week    

L1 – Application Monitoring (SFCC & SFMC – MCE & MCP)

Required skills:

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

Position-2:

Title: L2 – Technical Production Support (SFCC & SFMC – MCE & MCP)

Location: - Atlanta, GA Hybrid- onsite 3 days a week    

Duration: Long Term.

Required skills:

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