SFCC Business Analyst (B2C) – Production Operations & Support

New Era Technology, Inc.; India; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

New Era Technology, Inc. is seeking an experienced SFCC Business Analyst (B2C) for Production Operations & Support in India.

The role focuses on SFCC Production Support, OMS, and incident resolution within a fast-paced ecommerce environment. You will monitor production environments, analyze complex issues, coordinate with cross-functional teams, and ensure timely issue resolution while maintaining thorough incident documentation.

Qualifications

• 7–12 years of BA or Production Support experience in ecommerce.
• Strong SFCC production support and B2C commerce expertise.
• Hands-on experience with IBM Sterling OMS and OMS processes.
• Excellent analytical and stakeholder management skills.
• Ability to drive incident resolution in fast-paced production environments.

Responsibilities

• Provide end-to-end production support for SFCC applications.
• Monitor day-to-day ecommerce production operations.
• Analyze, troubleshoot, and resolve SFCC/OMS/ payment issues.
• Monitor order lifecycle and fulfillment processes for exceptions.
• Serve as primary contact for production incidents and escalations.
• Perform RCA and implement preventive measures.
• Coordinate with cross-functional teams for timely resolution.
• Maintain incident docs, RCA reports, and SOPs.

Skills

SFCC Production Support

B2C Commerce

Order Management Systems

IBM Sterling OMS

Incident Management

Stakeholder Communication

Production Operations

Tools

REST APIs

SOAP APIs

Monitoring & Log Analysis

Job description

SFCC Business Analyst (B2C) – Production Operations & Support

India

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

FCC Business Analyst (B2C) – Production Operations & Support

Experience: 7-12 Years
Location: Bangalore / Chennai / Pune / Gurugram / Mumbai (Work from Office)
Employment Type: 6-Month Contract-to-Hire (Conversion to Full-Time based on performance)
Shift: General Shift

Job Summary

We are looking for an experienced SFCC Business Analyst (B2C) with strong expertise in Salesforce Commerce Cloud (SFCC) Production Support, IBM Sterling OMS, and Order Management Systems (OMS).

The ideal candidate will be responsible for supporting business-critical eCommerce production environments, managing order lifecycle issues, resolving production incidents, and collaborating with cross-functional teams to ensure seamless business operations. This role requires excellent analytical skills, stakeholder management, and the ability to drive issue resolution in a fast-paced production support environment.

Key Responsibilities

• Provide end-to-end production support for Salesforce Commerce Cloud (SFCC) applications.
• Monitor and manage day-to-day eCommerce production operations.
• Analyze, troubleshoot, and resolve complex production issues related to SFCC, OMS, payment gateways, shipping, and third-party integrations.
• Monitor order lifecycle, order flow, and fulfillment processes to identify operational exceptions.
• Act as the primary point of contact for production incidents and business-critical escalations.
• Perform Root Cause Analysis (RCA) and recommend preventive measures for recurring issues.
• Coordinate with Business, Product, Engineering, Operations, Client, and Vendor teams to ensure timely issue resolution.
• Manage stakeholder communication by providing regular updates and resolution timelines.
• Support Major Incident Management activities and coordinate cross-functional teams during production outages.
• Maintain documentation for incidents, RCA reports, SOPs, and operational processes.

Required Skills

Functional Skills

• Strong experience in Salesforce Commerce Cloud (SFCC) Production Support
• Hands-on experience supporting B2C Commerce applications
• Strong understanding of Order Management Systems (OMS)
• Experience with IBM Sterling OMS
• Knowledge of Order Lifecycle Management and Order Processing
• Experience with Order Orchestration and Fulfillment processes
• Incident Management and Production Operations experience
• Excellent stakeholder and client communication skills

Technical Skills

• Salesforce Commerce Cloud (SFCC)
• SFCC Production Support
• IBM Sterling OMS
• Order Management System (OMS)
• Order Lifecycle Management
• Order Flow Management
• REST APIs
• SOAP APIs
• Log Analysis & Monitoring Tools

Preferred Skills

• Experience with SFCC Storefront Reference Architecture (SFRA)
• Salesforce Commerce Cloud Business Manager (BM)
• Inventory Management
• Payment Gateway Integrations
• Shipping Integrations
• Experience working with Agile teams

Candidate Profile

• 7-12 years of experience as a Business Analyst or Production Support Analyst in eCommerce environments.
• Strong experience supporting SFCC-based B2C applications.
• Hands-on experience with IBM Sterling OMS and Order Management processes.
• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to work independently and manage production-critical issues under tight timelines.

Why Join Us?

• Opportunity to work with leading global retail and eCommerce platforms.
• Exposure to enterprise-scale Salesforce Commerce Cloud implementations.
• Collaborative and fast-paced work environment.
• Strong opportunity for full-time conversion after the initial contract period.