The Support Engineer is responsible for L2 and L3 support/maintenance of Azure integration services(AIS) platform, including trouble shooting of content-asset flow into SFCC B2B ecommerce and its ecosystem of applications. This role involves supporting data transfers across SFCC-Umbraco-Tenovos-SAP ERP-WMS-DMS-payment gateways – Tax application etc., ensuring optimal performance, security, and scalability.
Should be well versed with configurations, customizations and testing of AIS integrations to eCommerce (SFCC B2B preferred) ecosystem.

Shifts

Morning - 6:30 to 2:30 / Afternoon 1:30 to 9:30 PM (+/- 1 hour)

Cab Facility

Yes, Pickup and Drop, both

Key Responsibilities

• Receive calls from helpdesk/L1 team & resolve incidents pertaining to Azure integration services ( re-rerun a service/batch process for data transfer failures, restart service, check exception errors / logs in splunk /App Insights etc.,)

o Perform trouble shooting of issues & resolve, based on SOP & known issue database. When required perform in-depth analysis for complex issues

o Transfer issues that require major code changes/ major configuration changes/ data mapping/data format/type of integration changes to Continuous Improvement team, after providing a work around/temporary solution to end user/other teams

o Participate in triage calls for resolution of issues requiring multiple teams across Carlsberg

o Update status of incident, problem ticket in ITSM / relevant tool/ relevant tool/ServiceNow/JIRA

o Update/create SOP/support documentation

• User interaction & triaging:

o Engage with users/other teams to gather inputs on issue bring faced and coordinating with relevant teams to find a complete solution for the issue.

o Document and communicate effectively across teams involved with the support of ecommerce ecosystem

o Initiate and participate in triage calls, work with other teams(SFCC, Salsify PIM, Umbraco CMS-Tenovos DAM, SAP ERP), designers, project managers, and content creators, to resolve related issues

• Support customizations and configurations:

o Support maintenance of AIS configurations and changes

o Troubleshooting of data transfer failures and ensure guaranteed as well as complete data delivery across eCommerce ecosystem of applications

• Performance and security: Ensure high performance, availability and implement security measures to protect the data being transferred

• Maintenance and upgrades: Manage and support technical tasks like upgrades, deployments, and troubleshooting related issues.

• Working experience in B2B eCommerce and Consumer Goods/CPG ecosystem of products (SAP ERP, Distribution/WMS applications, Salesforce cloud platforms etc.,)

Skills and Experience

• Working experience in supporting AIS integrations

• Working knowledge of data mapping, exception handling, error messaging, Que and event based integrations, ETL, Azure logic apps, ADF, ESB is must

• Proficiency in troubleshooting REST API

• Experienced in Git and version control systems.

• Understanding of CI/CD pipelines and cloud platforms (Azure/AWS).

• Excellent problem-solving and communication skills.

• Task automation: Experience in automating content delivery/deployment and toil reduction is needed. Knowledge of AI tools for same is a plus.

• Working experience in Agile Scrum/Kanban Model of SDLC.

Azure Integration Services(AIS) Support Engineer