Role Overview
We are looking for an experienced L1/L2 Support Professional with strong hands-on exposure to the Sitecore technology stack. The role will be responsible for monitoring, troubleshooting, incident resolution, application support, and coordination with development, infrastructure, and business teams to ensure stable and uninterrupted digital platform operations.
Key Responsibilities
- Provide L1 and L2 production support for Sitecore-based web applications and digital experience platforms.
- Monitor application availability, performance, scheduled jobs, integrations, publishing queues, and system health.
- Analyze, troubleshoot, and resolve incidents related to Sitecore CMS, content publishing, workflows, templates, components, search, caching, and user access.
- Perform initial triage, root-cause analysis, and escalation for application, infrastructure, deployment, and integration issues.
- Support content authors and business users with Sitecore Content Editor, Experience Editor, media library, workflow, and publishing-related queries.
- Coordinate with development, QA, DevOps, infrastructure, and third-party teams for issue resolution and release support.
- Track incidents, service requests, changes, and problem tickets using ITSM tools such as ServiceNow, Jira, or equivalent platforms.
- Prepare support documentation, knowledge articles, runbooks, SOPs, and troubleshooting guides.
- Support deployments, validations, smoke testing, and post-release monitoring across lower and production environments.
- Ensure adherence to SLA, incident management, change management, security, compliance, and operational governance processes.
Required Skills and Experience
- 4–6 years of overall IT experience with at least 2 years of support experience in Sitecore-based applications.
- Good understanding of Sitecore CMS concepts, including content tree, templates, layouts, renderings, workflows, publishing, indexing, and caching.
- Hands-on experience supporting Sitecore XP/XM platforms; exposure to Sitecore 9.x or above is preferred.
- Working knowledge of .NET, C#, ASP.NET MVC, IIS, SQL Server, HTML, CSS, JavaScript, and REST/API integrations.
- Experience troubleshooting Solr search, Sitecore indexing, publishing failures, broken links, content synchronization, and environment-related issues.
