Daten Technology Solutions
Website:
daten.com
Job details:
Experience: 8–12+ Years | Location: Noida | Work Mode: Hybrid | Employment: Full-Time
Job Summary
We are looking for an experienced Adobe Commerce (Magento) Lead to manage production support operations, lead a technical support team, and handle client communication for enterprise e-commerce applications. The ideal candidate will have strong hands-on knowledge of Magento 2 / Adobe Commerce, along with proven experience in incident management, production issue resolution, SLA management, and client handling. This role requires someone who can manage critical production incidents, coordinate with technical teams, ensure application stability, and maintain strong client relationships in a 24x7 support environment.
Key Responsibilities
1. Production Support & Incident Management
- Lead day-to-day production support operations for Adobe Commerce / Magento applications.
- Manage critical production incidents, troubleshoot issues, and drive root cause analysis (RCA).
- Ensure timely incident resolution and adherence to agreed SLAs.
- Handle application issues related to checkout, payments, orders, inventory, integrations, and website performance.
- Coordinate with development, infrastructure, database, and third-party teams to resolve production issues.
- Oversee release management, deployments, hotfixes, and post-deployment validation.
- Identify recurring issues and implement permanent fixes to reduce repeat incidents.
- Maintain incident reports, problem records, runbooks, and knowledge documentation.
2. Team Leadership & Operations
- Lead, mentor, and manage a team of Magento / Adobe Commerce support engineers.
- Allocate tasks, manage escalations, monitor productivity, and ensure timely ticket closure.
- Plan support coverage, shift schedules, and on-call rotations as per business requirements.
- Conduct technical reviews, knowledge-sharing sessions, and performance discussions.
- Drive continuous improvement in support processes, operational efficiency, and service quality.
3. Client Handling & Stakeholder Management
- Act as the primary technical point of contact for clients and business stakeholders.
- Participate in client calls, service reviews, and operational governance meetings.
- Communicate production incidents, business impact, resolution timelines, and recovery plans clearly.
- Manage client escalations and ensure proactive updates until issue closure.
- Prepare and present weekly and monthly service reports, SLA performance, incident trends, and RCA reports.
- Understand client business priorities and align support activities with business-critical requirements.
- Build strong client relationships through transparent communication and reliable service delivery.
4. Technical Responsibilities
- Strong understanding of Magento 2 / Adobe Commerce architecture and application workflows.
- Knowledge of PHP, MySQL, REST APIs, GraphQL, and third-party integrations.
- Experience troubleshooting checkout, payment gateway, order processing, catalog, and inventory issues.
- Understanding of caching, indexing, cron jobs, queues, and application performance optimisation.
- Knowledge of cloud infrastructure, logs, monitoring tools, and deployment pipelines.
- Experience with tools such as ServiceNow, Jira, New Relic, Datadog, or similar monitoring and ticketing platforms.
- Exposure to Adobe Commerce Cloud, AWS, Azure, or other cloud environments is an advantage.
Required Skills
- 8–12+ years of experience in Magento / Adobe Commerce development, support, or operations.
- Proven experience leading a production support team for live e-commerce applications.
- Strong client-facing experience, including escalation management and service review meetings.
- Hands-on experience with incident, problem, and change management.
- Good understanding of SLA, KPI, RCA, and production support processes.
- Experience supporting business-critical applications in a 24x7 or on-call environment.
- Strong communication, stakeholder management, and team leadership skills.
- Ability to prioritise multiple incidents and make decisions under pressure.
Preferred Qualifications
- Experience supporting high-traffic enterprise e-commerce platforms.
- Exposure to ITIL-based support processes.
- Adobe Commerce certification is an advantage.
- Experience with managed services or IT services organisations is preferred.
Key Success Measures
- SLA compliance and timely incident resolution.
- Reduction in recurring production issues.
- Improved application stability and availability.
- Effective management of client escalations.
- Strong client satisfaction and service delivery.
- Team productivity and operational efficiency.
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