Location - Gurugram

Work Mode - WFH

Indian Shift Timing - Working hours follow the SDSE time zone (India time : 12:30 PM to 9:30 PM IST). The client may request minor changes to shift timings (like starting 1:30pm to 10:30pm OR 2:30 pm to 11:30pm, based on day light saving time zone) to ensure better overlap and collaboration with their team. Candidates should be flexible with their shift to provide support as and when required.

Experience Level - 3~6 years

Note: This is for Non-Developer role (SAP Commerce Cloud/ Hybris Technical Support Engineer role)

Technical Workplace

- SAP Commerce (Hybris), Drools rule engine, ImpEx, FlexibleSearch, Groovy, OpenSearch, Jira, SAP SD, with working knowledge of broader e-commerce architecture patterns (AEM, Spartacus, CIF/OCC APIs).

Core Skills
- Strong debugging and root-cause analysis under incident pressure
- Cross-team communication and stakeholder management
- Scripting and query-writing for operational tooling
- Familiarity with UK e-commerce order lifecycle and promotions logic

and key responsibilities: Responsible for the Platform operational health, incident resolution, and ongoing enhancement of SAP Commerce (Hybris)-based e-commerce platforms serving UK storefronts. Works across order management, promotions, fulfilment, and system integrations to keep the platform running reliably and to resolve issues affecting customer orders.

Key Responsibilities

Team Management

- Manage team daily sync up call
- Colloborate with Partners, L3 team , Integration teams to discuss the ongoing issues on daily call
- Act as incident manager during P0/P1 issues and lead the call untill the resolution
- Manage team rosters

Incident Management & Debugging




- Investigate and resolve production incidents affecting order flow including orders stuck in unexpected statuses , promotion/discount mismatches, delivery cost errors, and payment mode fallback issues (e.g. checkout flow mismatches)
- Diagnose issues in the Drools-based promotions/rule engine, including cases where promotions fire but fail to apply correctly
- Handle Order Management System (OMS) issues such as pickup order status transition failures and return consignment sub-process collisions
- Draft incident notification emails and communicate root cause, impact, and resolution status to stakeholders

Order Management & Promotions
- Support delivery mode and service-level promotions (e.g. free standard delivery thresholds) across UK storefronts
- Validate and debug promotion size constraints and rule-engine (DynamicConstraint) logic
- Integrations & Scripting
- Maintain and debug ImpEx-based job infrastructure (ScriptingJob / CronJob setup)
- Write and refine FlexibleSearch queries for data investigation and reporting
- Build Groovy scripts for operational reporting , fetching impacted records, ad hoc reports
- Work with SAP SD and NERP/ERP integrations, including return reason mapping and related ABAP/table-level investigation (e.g. TVAGT)

Monitoring & Reporting
- Configure and maintain OpenSearch-based anomaly detection and alerting for errors
- Build monitoring reports to proactively flag stuck or at-risk orders

Ticketing & Process
- Create and maintain Jira ticket templates for recurring issue types (CronJob setup, autoheal script bugs, OMS defects)
- Flag and help close process gaps in ticket linking and handoffs between systems/teams
- Draft clear, professional written communications for cross-team and stakeholder updates

📌 SAP Hybris Support Consultant (Gurugram)
🏢 signiminds Technologies
📍 Gurugram