Business Analyst - Salesforce Commerce Cloud

Dentsu Global Services Private Limited; Karnataka; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Dentsu Global Services Private Limited in Bengaluru, India, seeks a Production Operations Specialist focused on Salesforce Commerce Cloud and OMS to drive reliable production support. You will own end-to-end issue resolution, coordinate with internal and external teams, and maintain rigorous documentation throughout investigations.

The role emphasizes analytical thinking, clear communication, and the ability to operate autonomously in a fast-paced environment, with exposure to incident triage

Qualifications

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication with context.
• Ability to operate autonomously in high‑pressure environments.

Responsibilities

• Analyze cross-system issues and propose actionable solutions.
• Communicate with full context to align internal teams.
• Maintain thorough documentation and information management during investigations.
• Operate independently with strong judgment and prioritization.
• Collaborate with internal and external partners to accelerate resolution.

Skills

Analytical thinking

Problem-solving

Communication

Autonomous work

Documentation

Tools

Salesforce Commerce Cloud

Order Management Systems

IBM Sterling OMS

REST APIs

SOAP APIs

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

• Analyze complex cross‑system issues and propose actionable, solution‑oriented recommendations.
• Communicate clearly with full context to ensure alignment across internal teams.
• Maintain rigorous organization, documentation, and information management throughout investigations.
• Operate independently with strong judgement, prioritization, and self‑direction.
• Collaborate with internal and external partners to accelerate issue resolution and remove blockers.

Client Expectations for the ProdOps Role

• Act as a dependable, professional point of contact with full end‑to‑end ownership of issues.
• Provide solution‑first updates focused on recommendations rather than open questions.
• Demonstrate confidence, independence, and leadership during incident triage.
• Engage stakeholders proactively to identify risks, remove blockers, and drive resolution.

Required Skills & Experience

• Strong analytical and problem‑solving skills with the ability to diagnose complex issues.
• Excellent verbal and written communication with emphasis on clarity and context.
• Ability to operate autonomously in high‑pressure, fast‑paced environments.
• Strong organizational skills for managing investigations and documentation.
• Experience in Production Support or operational roles within technology environments.

Technical Skills

• Salesforce Commerce Cloud (SFCC) — deep working knowledge of order lifecycle and integrations.
• Order Management Systems (OMS) — hands‑on experience with order flows and exceptions.
• IBM Sterling OMS — working knowledge preferred, plus understanding of integration patterns.
• Familiarity with REST/SOAP APIs, log analysis, and monitoring tools.

Nice‑to‑Have

• Experience with major incident management processes.
• Exposure to e‑commerce and fulfillment ecosystems.
• Experience collaborating across product, engineering, and client teams.

Location: DGS India - Bengaluru - Manyata N1 Block Brand: Merkle Time Type: Full time Contract Type: Permanent

About dentsu For over 120 years, innovation has been a core tenet of our offering – exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We’re leading the way – helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work