Responsibilities:
Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production support & services
Handle customer support requests and driving them to resolution in timely manner
Participate in the team s on-call rotation and be available during non-business hours to support critical incidents & releases
Participate in the implementation of Adobe Experience Manager (AEM) related features. Collaborate with the developers to review the design, identify additional monitoring needs to ensure application scalability/performance.
Building, and maintaining, robust ing and monitoring systems and workflows
Good understanding of ecommerce integrations
Authority for end-to-end performance and operability
Collaborates on architectural design reviews and changes
Own and improve metrics, KPIs, SLOs and visualizations for systems
Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs)
Utilize a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations
Handle customer support requests and driving them to resolution in timely manner
Building, and maintaining, robust ing and monitoring systems and workflows

Skills/Qualifications:
Recent 3+ years of hands-on experience in providing L2 technical application production support for B2C/B2B eCommerce website
Recent 3+ years of hands-on experience with monitoring tools and log aggregation tools
Hands-on experience in enabling the s, monitors as well as building dashboards
Hands-on experience in diagnosing production issue and debug code
Experience in AEM, and Solr technologies
Experience in Adobe Experience Manager - AEM Core components, Authoring environment, CRX DE, Package Manager, User Administration and OSGI consoles.
Hands-on experience with Sightly (AEM Templating language)
Experience in Java programming and shell scripting
Experience with ITIL framework including incident, problem, and change management
Experience in SWAT and handling SLA/SLO metrics
Experience in driving root cause analysis and driving closure on a permanent fix
Have a sense of ownership and problem-solving skills
Strong verbal and written communication skills
Strong understanding of SDLC methodologies (Agile, SCRUM).