About the role
We are seeking an experienced SAP Commerce Cloud Onsite Manager to lead L2/L3 support and development activities for SAP Commerce Cloud (Hybris) applications. This role is responsible for managing production support operations, leading incident resolution, ensuring system stability, and acting as the primary client-facing technical expert while coordinating with offshore teams and driving continuous improvement.
In this role you will
- Lead and manage L2/L3 support operations ensuring high availability and system stability
- Serve as the onsite technical point of contact for clients, stakeholders, and business users
- Own major incidents (P1/P2), ensuring timely triage, resolution, communication, and RCA
- Monitor application performance and availability using industry tools
- Coordinate with offshore teams to ensure 24/7 support coverage
- Perform root cause analysis and implement preventive solutions for recurring issues
- Support code fixes, hotfix deployments, and release management activities
- Ensure adherence to ITIL processes (Incident, Problem, Change Management)
- Collaborate with development teams to resolve defects and deliver enhancements
- Track and report SLAs, KPIs, and operational metrics
- Troubleshoot issues across OCC APIs, integrations, catalog, pricing, promotions, and search
- Analyze logs (Hybris, Dynatrace, Splunk) for proactive issue identification
- Partner with QA, DevOps, and product teams for smooth releases and production stability
- Maintain documentation including runbooks, SOPs, and RCA reports
- Drive continuous improvement initiatives to reduce incident volumes
- Provide technical leadership and mentor team members
- Support capacity planning, performance tuning, and system optimization
- Ensure compliance and security standards in production environments
Work Model: Hybrid – from St Paul, MN
What you need to have to be considered
- 10 to 14 years of experience with at least 8–10 years in SAP Commerce Cloud (Hybris)
- Strong experience in L2/L3 production support environments
- Expertise in SAP Commerce Cloud architecture, customization, and troubleshooting
- Hands-on experience with Java/J2EE, Spring Framework, OCC APIs, and REST services
- Strong troubleshooting skills in performance issues, caching, indexing, and cron jobs
- Experience with Solr/Elasticsearch search and indexing
- Knowledge of Hybris Backoffice, Impex, and CronJobs
- Experience with integrations (SAP backend, OMS, payment gateways, PIM)
- Familiarity with CI/CD pipelines and deployment processes
- Experience with monitoring tools such as Dynatrace, Splunk, AppDynamics, or Kibana
- Good understanding of ITIL processes
These will help you stand out
- SAP Certified Development Specialist – SAP Commerce Cloud
- Experience with composable commerce and microservices architecture
- Exposure to SAP Commerce Cloud Public Cloud environments
- Familiarity with Docker and Kubernetes
- Experience with DevOps practices and release orchestration
- Knowledge of automation in support processes (Power Automate, scripting, alerting)
- Exposure to Generative AI tools (GitHub Copilot, Claude, Gemini) or AIOps platforms
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Salary and Other Compensation:
The annual salary for this position is between $83,250–$112,500 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
