Senior Software Engineer- ServiceNow, AEM

Description - External

Platform & Environment Support:

Support and maintain AEM environments (Author, Publish, Dispatcher, CDN) across Dev, QA, Stage, and Production. Monitor system health, logs, and alerts to ensure availability, stability, and performance
Perform incident, problem, and change management aligned with ITIL practices
Provide L2/L3 production support, including oncall rotations

Incident & Issue Management:

Diagnose and resolve AEM issues such as: Publishing and replication failures, Dispatcher cache and invalidation issues, Conduct root cause analysis (RCA) and implement preventive measures, Coordinate issue resolution with development teams, infrastructure, and Adobe support.

Deployment & Release Support:

Support code, configuration, and content deployments using CI/CD pipelines. Validate releases through smoke testing and operational verification. Support rollback and recovery procedures when required. Ensure operational readiness for new features and platform changes

Monitoring, Performance & Reliability:

Monitor AEM using tools such as Splunk, or similar. Assist with OSGi configuration optimization, and cache strategies
Track SLAs, availability metrics, and operational KPIs, Support capacity planning and scaling activities.

Security, Access & Compliance:

Manage users, groups, roles, and permissions. Support SSL certificate renewals, patching, and vulnerability remediation. Ensure operational compliance with organizational security and governance standards

Content & Author Support:

Provide operational support to content authors for: Publishing and workflow issues. DAM and asset management problems. Permissions and access concerns

AI Feature Enablement & Support:

Enable, configure, and support vendorprovided AI capabilities related to AEM and adjacent platforms (e.g., Adobe Sensei, GenAIdriven content tools, AIassisted DAM features) Support AIenabled features across environments, ensuring stability and compliance. Act as the operations point of contact for AIrelated incidents and issues. Support configuration and deployment of AI services, APIs, or extensions

Serve as a liaison between authors, development, and platform teams

Qualifications - External

Must have fulltime graduation degree or equivalent experience.
Strong AEM operational and troubleshooting expertise. 36+ years of experience supporting Adobe Experience Manager (AEM) in a production environment AEM Sites, Assets, and Forms (Author / Publish) Dispatcher and caching layers

Handson experience providing L2/L3 operations or production support for enterprise platforms
Strong understanding of: AEM architecture and deployment models (OnPrem, AMS, or AEM as a Cloud Service)

Experience supporting CI/CD pipelines, deployments, and release coordination. Experience supporting AIenabled enterprise platforms. Understanding of AI feature lifecycles from enablement to production support. Vendor collaboration and technical coordination skills. Familiarity with DevOps, and Agile operating models