SFCC Business Analyst (B2C) – Production Operations & Support

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 Incident Management Major Incident Management 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 Retail Commerce / eCommerce domain experience 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 sup…