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Job Description:
Responsibilities: - Lead a team of resources to provide L1/L2/L3 Support, Monitor and provide support to production streams and help business users with expert knowledge on all supported applications.
- Develop, co-ordinate and promote the effective functioning of problem management activities by working with support manager.
- Should be able to troubleshoot (review, analyse and resolve) production issue including job failures, and be able to apply code fixes on an as needed basis.
- Should be able to work with Business partners to analyse and resolve their queries and ensure compliance to all controlled processes according to business and IT requirements.
- Develop and maintain a professional relationship with all stakeholders within IT and Business teams and provide support.
- Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
- Responsible for hands-on operations and support within the Salesforce environment and integrations.
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
- Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately.
- Drive projects that improve support-related processes and our customers' technical support experience with minimal guidance.
- Take ownership of creating a knowledge base to document routine issues and troubleshooting approaches.
- Mentor and train team members on the support process and compliance process.
Skills and Experience:
- 7+ years of experience in Salesforce support operations including handling incidents and bug fixes.
- Experience in handling the team of support analysts to maintain and troubleshoot operations including, including user set up, roles, profiles, groups, queues, security and permissions, workflows and validation rules, custom objects, and fields.
- SFDC technical knowledge of Application Configuration, Customization using Triggers, Visual force, Apex classes is required to troubleshoot the production issues.
- Develop and prepare effective training modules and user guides.
- Experience working in a team-oriented, collaborative environment.
Date Posted: 27 March 2024
Job Expired - Click here to search for similar jobs