Job Summary:
The Onshore Lead Engineer will serve as the primary operational lead for Adobe Commerce (Magento) and Adobe Experience platform support during business hours. The role will drive incident coordination, stakeholder communication, operational governance, and service stability across Adobe Commerce, AEM, Adobe Analytics, and related integrations. The position will oversee production support, incident resolution, deployment readiness, SLA adherence, root cause analysis, and coordination between onshore, offshore, engineering, infrastructure, release management, and vendor teams.
Key Responsibilities:
• Lead operational support for Adobe Commerce (Magento) and Adobe Experience platform applications.
• Coordinate resolution of P1/P2 incidents across commerce, content, and integration layers.
• Manage war-room calls, stakeholder communications, escalations, and incident coordination.
• Oversee Magento storefront stability, checkout workflows, payment integrations, and order lifecycle support.
• Coordinate AEM Author, Publish, and Dispatcher operational activities.
• Ensure SLA adherence, incident tracking, operational reporting, and service stability.
• Drive Root Cause Analysis (RCA) activities and track preventive actions.
• Review deployment readiness, rollback plans, and post-release stabilization activities.
• Govern shift handovers between onshore and offshore support teams.
• Collaborate with engineering, release management, infrastructure, and vendor teams to resolve operational issues.
Required Qualifications:
• Strong hands-on experience with Adobe Commerce (Magento) operations and troubleshooting.
• Strong knowledge of AEM operational support.
• Experience with Commerce APIs, including REST and GraphQL.
• Knowledge of integrations, caching, and CDN concepts.
• Experience with ServiceNow, monitoring, and incident management tools.
• Strong stakeholder communication, leadership, and escalation management skills.
• Experience managing production incidents in 24×7 environments.
• Experience supporting enterprise commerce and content platforms in production environments.
