Engineer I,Systems Reliability Engineering

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As an Engineer I, Systems Reliability Engineering - BCOM, you will provide hands-on production support and operations for the BCOM B2B commerce platform. You will partner with SAP, AEM, middleware, and e-commerce teams to investigate incidents, resolve issues, maintain operational documentation, and help ensure platform stability with minimal business disruption. Reporting to the Operations Lead, Customer Success/BCOM (LATAM), you will contribute to the reliability and continuous improvement of revenue-facing commerce systems.

• Provide end-to-end production support for BCOM applications, including incident triage, root cause analysis, and issue resolution to maintain service stability.
• Perform incident response and contribute to post-incident reviews for critical BCOM issues while coordinating with SAP and middleware teams.
• Create and maintain support documentation, operating procedures, runbooks, and knowledge resources that support consistent service delivery.
• Monitor platform health, queues, batch processes, and alerts to proactively identify, communicate, and escalate emerging issues.
• Partner with SAP, AEM, middleware, and e-commerce product teams on releases, recurring issue resolution, automation opportunities, and continuous improvement initiatives.

• 3+ years of experience in IT production support, application operations, or e-commerce platform support.
• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Experience supporting B2B or B2C commerce platforms, order management systems, checkout processes, or integration middleware technologies.
• Working knowledge of SAP, Adobe Experience Manager (AEM), middleware integration patterns, observability tools, and enterprise support practices.
• Strong understanding of ITSM processes, incident, problem, and change management, with the ability to communicate technical issues clearly and escalate appropriately.