The Role

  • Own the complete end-to-end the Production Support processes and operational aspects of the Force.com platform and be the single point of contact for the business for all production related activities
  • Exercise independent judgement in methods, techniques and evaluate criteria for uncovering risk in Salesforce releases and have mitigation plans
  • Triage and solve issues by expertise and collaborating with other IT teams
  • Conduct effective change management
  • Follow company’s standard ITIL processes; Track incident and problem tickets, upcoming activity and maintain dashboards for operational stability and own the DevOps pipeline for the application
  • Manage logs, fallout, escalations as well as security or audit related items in conjunction with peers, when they affect the live environment
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the whole support team. Share best practices with team members to enhance the quality and efficiency of application support
  • May require working outside of normal business hours, holidays, and some weekends as the role demands

Requirements

  • Bachelor’s degree required
  • 1-2 years’ experience in application support preferably Salesforce
  • Salesforce Certifications
  • Fair understanding of Salesforce Service Cloud, Sales Cloud or Marketing Cloud
  • Knowledge in Salesforce coding (APEX, JavaScript etc.)
  • Proficiency with data manipulation tools and uploading techniques (Data Loader, Workbench, Excel, Plug-Ins)
  • Knowledge of middleware applications, including integration platforms like APIGEE and the ability to troubleshoot them in a production environment
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Ability to explain technical solutions to both a technical and non-technical audience
  • Knowledge of agile methodology / processes
  • Knowledge of Encryption Technologies, SSO integration and high-level Security architecture would be preferred
  • Knowledge of agile tools like VSTS would be preferred