Business Analyst

Dentsu Global Services; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Merkle in Pune (DGS India) is seeking a Production Operations Specialist to manage Salesforce Commerce Cloud and OMS production support. You will work with engineering, product, business teams and clients to resolve complex cross-system incidents with ownership and clear status updates.

The role emphasizes rigorous documentation, incident triage during critical events, and proactive identification of risks and improvement opportunities to stabilize operations and drive efficiency.

Qualifications

• 6–9 years in Production Support or ProdOps in retail or e-commerce.
• Strong analytical and problem-solving skills with ability to diagnose complex issues.
• Excellent communication and cross-functional collaboration abilities.

Responsibilities

• Provide day-to-day Production Operations support for SFCC and related e-commerce systems.
• Analyze cross-system issues across SFCC, OMS, payments, inventory, and fulfillment.
• Investigate incidents, identify root causes, and propose actionable recommendations.
• Monitor order flows, job failures, and integration errors, with timely updates to stakeholders.
• Own incidents from identification to resolution with proper documentation and closure.
• Identify risks and improvements to enhance system stability and support efficiency.

Skills

Production Support

SFCC

OMS

Incident management

Stakeholder communication

Cross-functional collaboration

Documentation

Jira

ServiceNow

SQL basics

Tools

Jira

Splunk

New Relic

Datadog

Dynatrace

Postman

ServiceNow

Job description

Job Description: Production Operations Specialist (Salesforce Commerce & OMS)

Role Overview

We are seeking a highly driven and independent Production Operations Specialist who combines strong analytical thinking, crisp communication, and deep systems understanding to deliver reliable, high-quality Production Support. The ideal candidate excels at navigating complex cross-system issues, driving end-to-end ownership, and partnering with internal and external teams to ensure timely resolution.

Key Responsibilities

Provide day-to-day Production Operations support for Salesforce Commerce Cloud and related e-commerce systems. Analyze complex cross-system issues involving SFCC, OMS, payment, inventory, fulfillment, integration layers, and downstream applications. Investigate production incidents, identify root causes, and propose actionable, solution-oriented recommendations. Monitor order flows, transaction failures, job failures, integration errors, and operational exceptions. Collaborate closely with engineering, product, business, client, and third-party teams to accelerate issue resolution. Own incidents from identification through resolution, ensuring proper tracking, documentation, communication, and closure. Provide clear and structured updates to stakeholders with full context, impact, current status, next steps, and expected resolution path. Maintain rigorous documentation of investigations, recurring issues, SOPs, known errors, and resolution steps. Support incident triage, prioritization, escalation, and coordination during critical production events. Identify operational risks, recurring patterns, and improvement opportunities to enhance system stability and support efficiency. Work independently with strong judgement, prioritization, and ownership in high-pressure environments.

Client Expectations for the ProdOps Role

• Act as a dependable and professional point of contact for production support issues.
• Demonstrate strong end-to-end ownership of incidents, issues, and operational tasks.
• Provide solution-first updates focused on recommendations, impact assessment, and next steps rather than open-ended questions.
• Communicate confidently with internal teams, client stakeholders, and external partners.
• Demonstrate leadership during incident triage, especially for high-priority or business-impacting issues.
• Proactively engage stakeholders to identify risks, remove blockers, and drive timely resolution.
• Maintain strong attention to detail while documenting findings, evidence, timelines, and resolution actions.
• Operate independently with minimal supervision while ensuring alignment with the broader team.

Required Skills & Experience

• 6-9 years of experience in Production Support, Application Support, ProdOps, Technical Operations, or e-commerce operations.
• Strong analytical and problem-solving skills with the ability to diagnose complex production issues.
• Experience supporting technology platforms in a fast-paced retail, e-commerce, or digital commerce environment.
• Excellent verbal and written communication skills with emphasis on clarity, context, and stakeholder alignment.
• Ability to manage multiple incidents, priorities, and investigations simultaneously.
• Strong organizational skills for documentation, issue tracking, investigation management, and follow-ups.
• Ability to work independently and make sound decisions under pressure.
• Experience collaborating with product, engineering, business operations, QA, infrastructure, and client teams.
• Familiarity with incident management, escalation processes, and production support best practices.

Technical Skills

• Strong working knowledge of Salesforce Commerce Cloud - SFCC / Demandware.
• Understanding of SFCC order lifecycle, storefront operations, jobs, feeds, integrations, and operational monitoring.
• Hands-on experience with Order Management Systems - OMS and order lifecycle processes.
• Understanding of order capture, payment authorization, inventory allocation, fulfillment, shipment, cancellation, return, refund, and exception flows.
• Working knowledge of IBM Sterling OMS is preferred.
• Experience analyzing logs, job failures, API errors, integration failures, and transaction issues.
• Familiarity with REST and SOAP APIs, JSON, XML, web services, and integration patterns.
• Experience using monitoring, logging, alerting, ticketing, and incident management tools.
• Basic understanding of databases and ability to read or interpret SQL queries is preferred.
• Understanding of upstream and downstream integrations across e-commerce, inventory, payment, warehouse, fulfillment, and customer service systems.

Nice-to-Have

• Experience with major incident management and critical production bridge calls.
• Exposure to global retail, fashion, luxury, or consumer e-commerce environments.
• Experience working with distributed teams across India, US, Europe, or other global locations.
• Familiarity with tools such as ServiceNow, Jira, Splunk, New Relic, Datadog, Dynatrace, Postman, or similar platforms.
• Experience creating SOPs, runbooks, support playbooks, RCA documents, and operational dashboards.
• Understanding of fulfillment ecosystems, warehouse operations, payment gateways, fraud checks, and customer service workflows.

Location

DGS India - Pune - Indiqube Orchid

Brand

Merkle

Time Type

Full time

Contract Type

Permanent#DGS