IBM WebSphere Commerce - Dev Ops

US-Remote | CA-Markham ON
3 weeks ago
Job ID
# of Openings




At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.


We’re proud to be publicly recognized as a “Top Workplace” year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled.


About Commerce Consulting


Join Perficient’s eCommerce Business Unit and utilize leading-edge technology to configure, develop, deliver and support applications for our clients. We are leaders in delivering the Smarter Commerce solution and provide a complete product marketing-to-fulfillment solution that establishes a robust foundation with all the key features commonly required in complex, multi-store B2B and B2C eCommerce solutions. This integrated approach offers capabilities across the commerce life cycle.


Perficient has extensive experience implementing, managing and optimizing eCommerce solutions for world’s leading companies to regional retailers and manufacturers.Perficient has worked with companies of all sizes to improve their client's order management processes and support their eCommerce initiatives.

You will be part of our challenging projects to build and support technical solutions for their needs.  


Perficient currently has a career opportunity for a  Project Coordinator /Support Manager (IBM Websphere Commerce)

This is a fulltime role and can be based out of any location in the US within 45-minutes of a major airport or work from our offices in Markham Ontario, Canada.

Applicants can live anywhere as long as they are willing to travel within U.S as required

Work will be conducted both remotely as well as at client locations.

*Perficient covers all travel related expenses including weekly flights, weekly hotels, meals, rental car, cell phone, etc.


The Project Coordinator/Support Manager  role is intended to manage and adapt continuously to project goals. This highly collaborative role will need to work closely with all departments, including account, creative and technology teams, in order to deliver quality solutions to our customers on Managed Services support engagements. 

Job Overview

We are looking for a qualified support manager to oversee and address our client’s 24x7 e-Commerce operations. You will be the day-to-day manager of a support team, meeting with clients to understand their operational challenges and feature requests, while also keeping the team responsive to site outages.

As a support manager in our growing Perficient Commerce Support Solutions team, you should be someone with a background in e-Commerce – either development or support, with a good understanding of development and support processes.  You are also able to explain technical details and requirements to a non-technical audience. You should have a passion for operational data, dashboards, and “automating all of the things”.

Ultimately, you will be Perficient’s account representative on a daily basis, providing your technical and operations knowledge to our client’s support process and strengthen customer relationships.




  • Lead a small technical support team for customers to support e-Commerce operations
  • Train customers to use ticketing tools like JIRA or ZenDesk effectively
  • Provide developers with customers’ feedback to help clarify requests
  • Identify solutions or support process changes to reduce support costs
  • Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
  • Enforce best practices, templates, workflows, ticket status, and other things developers forget to do
  • Review hours usage and other basic budgeting
  • Provide a weekly review of major team accomplishments, risks and other items to raise to the executive team




  • Minimum of 5 years’ experience leading projects within a technical environment.
  • Technical knowledge of IBM Websphere Commerce and/or IBM Sterling Commerce
  • Proven work experience as a support team leader or development team leader
  • WebSphere Commerce or IBM Sterling OMS support or development experience
  • Familiarity with development planning and very comfortable with estimating work efforts
  • Experience maintaining a backlog of work items in tool such as JIRA or ZenDesk
  • An ability to grasp customers’ needs and suggest timely solutions
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • B.Sc. degree in Computer Science or relevant field


Ideal skills & competence


  • AppDynamics, New Relic or similar APM tooling
  • Writing statements of work and other contracts / proposals
  • Background in IT operations and performance tuning
  • Administration of JIRA or ZenDesk projects
  • Management of Cloud based solutions
  • Administration, installation and configuration of complex infrastructure system


Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work. 


More About Perficient


Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.


Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs.  Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.


Perficient is an award-winning Premier Level IBM Business Partner, a Microsoft National Service Provider and Gold Certified Partner, an Oracle Platinum Partner, an Adobe Business Solution Partner, and a Salesforce Platinum Consulting Partner.


Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.


Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 



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