SFMC L3 Support (NCS/Job/ 3663)
Job Skills
Job Description
Role Summary
Bangalore, Pune, Chennai
Hands-on L3 Application Support contractor responsible for production support of enterprise applications with a strong focus on Salesforce Marketing Cloud (MCE). The role supports campaign execution, automations, integrations, and incident resolution in a high-volume, SLA-driven production environment. Expected to operate independently with minimal oversight.
Skills Required:: SFMC / MCE, Oracle DB, RHEL, Unix Server, Linux SRE, ServiceNow
Key Responsibilities
Production Support & Incident Management
· Monitor production systems and applications; identify, triage, and resolve issues to minimize downtime.
· Manage and document incidents using ServiceNow and/or Jira, ensuring SLA adherence.
· Participate in on-call support on a rotational basis, including after-hours support during critical incidents or releases.
Salesforce Marketing Cloud (MCE) Support
· Provide production support for Salesforce Marketing Cloud components:
o Email Studio
o Journey Builder
o Automation Studio
o Contact Builder
· Troubleshoot issues related to:
o Failed journeys, triggered sends, and scheduled campaigns
o Automations, data refreshes, and Data Extensions
o Campaign execution and delivery timelines
Root Cause & Problem Management
· Perform root cause analysis for recurring incidents.
· Identify and implement permanent fixes to prevent repeat failures, especially for campaign and data-driven issues.
Data & Integration Support
· Support data flows including SQL-based automations, imports/exports, and SFTP feeds.
· Troubleshoot API and integration failures between Marketing Cloud and upstream/downstream systems (e.g., Salesforce CRM).
Change, Release & Documentation
· Support deployment and validation of campaigns, journeys, automations, and configuration changes.
· Maintain runbooks, support documentation, and operational procedures.
· Ensure compliance with security, data privacy, and consent requirements.
Must-Have Skills & Experience
Experience
· 4–6 years of experience in application or production support roles.
· Prior hands-on production support experience with Salesforce Marketing Cloud (MCE).
· Comfortable operating at Intermediate to Senior level with minimal supervision.
Salesforce Marketing Cloud (Mandatory)
· Strong hands-on experience with:
o Email Studio
o Automation Studio
o Contact Builder
· Solid understanding of contact key, subscriber model, and data relationships.
· Hand-on experience in MCP (Personalization) & Web Studio (Cloud Pages) & Data Cloud
· Hand-on experience on MCE/MCP security configuration and model
Certifications (Mandatory)
· Salesforce Marketing Cloud certification required, such as:
o Marketing Cloud Administrator
o Marketing Cloud Consultant
o Marketing Cloud Email Specialist
Technical & Ops Skills
· Strong SQL skills for Marketing Cloud Data Extensions.
· Required Expertise writing AMPscript and SSJS coding
· Experience supporting production incidents with defined SLAs.
· Hands-on experience with incident and change management processes (ITIL-based).
· Exposure to monitoring/logging tools such as Splunk, Dynatrace, or Datadog
Nice-to-Have / Value-Add Skills
Leadership & Ownership
· Demonstrated decision-making ability in production support scenarios.
· Ability to work independently, prioritize issues, and make sound technical choices.
· Informal leadership skills (guiding juniors, driving issue resolution, influencing outcomes).
Platform & Integration Skills
· AMPscript for personalization and dynamic content.
· Experience supporting REST/SOAP APIs and integrations.
· Salesforce CRM / Sales Cloud integration exposure.
· knowledge in Mobile Studio & Mulesoft
Environment
· Experience in large enterprise or regulated environments (financial services preferred).
· Familiarity with cloud platforms (Azure) and CI/CD concepts.
Working Conditions
· Contract role focused on hands-on production support and stability.
· On-call support required on a rotational basis.
· Fast-paced environment with frequent releases and high business impact.
