[Hiring] SAP Commerce Cloud Production Support Engineer @iSoftStone

Role Description

The SAP Commerce Cloud Production Support Engineer is responsible for the day-to-day stability, performance, and reliability of a high-scale eCommerce platform running on SAP Commerce Cloud (CCv2). This role provides hands-on production support and technical troubleshooting across Java, Spring, OCC APIs, Spartacus, Angular, integrations, databases, and SAP Commerce configurations. The engineer will investigate and resolve complex production incidents, perform root cause analysis using application logs, monitoring tools, SQL/FlexibleSearch, and API transactions, and support production releases, post-deployment validation, and operational readiness activities.

• Provide hands-on production support for SAP Commerce Cloud (CCv2) supporting a high-volume eCommerce platform and critical customer-facing applications.
• Participate in a rotating (2-3 days per month) weekend and holiday production support/on-call schedule to ensure coverage for critical eCommerce operations and business periods.
• Provide timely response and resolution for production incidents, including high-priority and business-critical issues, with a strong focus on customer impact and platform availability.
• Monitor application health, system performance, integrations, and business-critical transactions using tools such as Dynatrace, Kibana, and application logs.
• Investigate, troubleshoot, and resolve complex production issues across SAP Commerce, Java, Spring, OCC APIs, Spartacus, Angular, REST APIs, and database integrations.
• Perform detailed root cause analysis (RCA) for application incidents, identifying underlying technical and data-related issues and implementing sustainable solutions.
• Analyze application logs, API transactions, SQL/FlexibleSearch queries, data anomalies, configuration issues, catalog data, and integration failures to identify and resolve production problems.
• Support critical eCommerce workflows, including catalog synchronization, product feeds, pricing, promotions, cart, checkout, order processing, and downstream integrations.
• Partner with development teams to troubleshoot defects, validate fixes, and coordinate deployment of production-ready solutions.
• Support production releases, deployment activities, post-deployment validation, smoke testing, and operational readiness.
• Collaborate with business stakeholders, vendors, infrastructure teams, and development teams to assess business impact, prioritize incidents, and drive timely resolution.
• Participate in major incident management, including investigation, communication, escalation, resolution, and post-incident follow-up.
• Maintain clear and timely communication during production incidents, including status updates, business impact, resolution progress, and escalation when required.
• Develop and maintain technical documentation, including incident reports, root cause analyses, troubleshooting guides, knowledge articles, and operational procedures.
• Identify recurring production issues and implement preventive measures, automation, monitoring enhancements, and continuous improvement initiatives to improve platform stability and reduce incident volume.
• Follow established Git branching, release management, change management, and production support processes.
• Assist with capacity, performance, and reliability improvements across the SAP Commerce Cloud environment.
• Maintain strong awareness of customer and business impact when prioritizing production issues and technical solutions.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
• 3+ years development experience with SAP Commerce Cloud (CCv2) or SAP Commerce (Hybris) environments.
• Strong proficiency in Java, Spring Framework, SAP Commerce Cloud (CCv2), OCC APIs, Spartacus, Angular, TypeScript, RESTful APIs, SQL, and JAVA.
• Knowledge of catalog synchronization, product feeds, pricing, promotions, and checkout workflows.
• Strong knowledge of Git version control and branching strategies.
• Hands-on experience with monitoring and log analysis tools such as Dynatrace, Kibana.
• Strong root cause analysis, SQL/FlexibleSearch, and data analysis skills with the ability to investigate application logs, API transactions, data anomalies, integrations, and system configuration issues.
• Experience supporting production releases, post-deployment validation, and operational readiness activities.
• Ability to work closely with development teams, vendors, and business stakeholders to validate fixes and resolve critical issues.
• Strong communication skills with experience documenting incidents, root causes, resolutions, and operational procedures.

Requirements

• Experience of supporting production applications in a 24x7 environment.
• Experience using Quantum Metric or similar digital experience analytics platforms.
• Experience in high-scale retail or eCommerce environments.
• SAP Commerce Cloud, AWS, or AI-related certifications are considered a plus.

Benefits

• 1099/Contractors: No benefits
• Temp salaried employee benefits, if scheduled to work at least 30 hours per week: medical, dental, vision, 401k, holidays.
• Regular full-time hourly and salaried employee benefits (if scheduled to work at least 30 hours per week): medical, dental, vision, 401k, long term disability, life insurance, holidays, PTO, floating holidays.