Sapient _ SFMC â Marketing Cloud / Production Support Role
Sapient _ SFMC â Marketing Cloud / Production Support Role
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Job Description
Career Stage
Skills
Job ID
SFMC
2025-112791
Role SFMC Marketing Cloud
Production Support Role
Key Pointers SFMC Background should be minimum 2 Years
Basic support ITIL Primary or basic knowledge Production Support
Service Now (Good to have)
Number of position 3
Exp Level (4 to 6.5 Years)
Location Hyderabad/ Gurgaon (You can look candidates from PAN India location but should be willing to relocate)
Budget 15 LPA
Work Mode Hybrid (3 Days from office 2 Days WFH)
Interview Rounds
L1/ Technical Virtual
L2 Managerial/Core Value F2F
JOB RESPONSIBILITIES
Below are key role and responsibilities for this position:
- Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
- Perform Ad-hoc support tasks and prepare reports for business
- Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
- Resolve the incidents/issues as per agreed SLA
- Address the service requests as per agreed SLA
- Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
- Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
- Perform the shift handover activities as per agreed SOPs
- Participate in problem management change management knowledge management even management etc.
- Update knowledge base with new learnings changes in resolution steps etc. in timely manner
- Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
- Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
- Contribute to support reusable assets and internal knowledge sharing sessions
- Work to build-up skills for L3 support level
- Work on POC of different solutions tools etc. POC
- Coordinate with L1 and L3 engineers (as per case requirement) on various issues incidents service requests user queries various changes in environment various events etc.
- Work on automation of manual activities if possible and share the details of automation opportunities with L3 team
Personal Attributes:
- Systematic problem-solving approach coupled with effective communication skills and a sense of drive
- Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
- Should be flexible to work in all shifts
- Ability to prioritize when under pressure
SKILL REQUIREMENTS
Must Skills
- Salesforce Marketing Cloud (SFMC): Exposure to integrating and supporting marketing automation campaigns; understanding of SFMC modules such as Email Studio Journey Builder and Contact Builder.
- Integrate data from SFMC and MDM systems (with DDX) into reporting workflows.
- Familiarity and working experience on ecommerce projects
- Working knowledge with ServiceNOW ITSM tool
- Knowledge of Production Support processes and procedures.
- Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences
- Have good exposure of ITIL Processes like Incident Management Problem Management and Knowledge Management etc.
Nice to have Skills
- Good understanding of Accessibility and comfortable using dev tool bar for debugging.
- Have some exposure of cloud technologies
- Have understanding of how cloud infrastructure is setup applications are deployed various services are setup and used etc.
- Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level
Employment Type
Full Time
