Must have managed a large size SFDC AMS project involving multiple Salesforce Orgs
Have managed a team size of 20+ support engineers
Salesforce Admin and PD1 certified
Technically sound to inspect code and configuration qualities
Expert level product knowledge of Sales and Service Cloud
Exposure to Salesforce Marketing Cloud, Mulesoft, and Veeva is a big plus
Salesforce Support engineers (11 FTE) – Bangalore/Hyderabad. 4-5 years of Salesforce experience. Must be experienced in both Sales and Service Cloud with at least one year of experience in AMS projects. Must have valid Admin and PD1 certifications. Experience in undertaking transition is highly preferred.
Job description:
Successful transition from the incumbent
Become an application knowledge center for a set of applications
Enable the rest of the team members with application knowledge as BSOH (best source of help)
Resolve L2 and L3 service requests
Timely resolution of all service requests with zero SLA breach
Identify and draw the attention of seniors when a break-fix request is an enhancement request
Identify and escalate L4 requests
Perform RCA for repeated incidents and deploy the permanent fix
Create SOP for the responsible set of applications
Create KEDB and FAQ documents
Update system appreciation documents
Identify automation opportunities
Must have experience in JIRA and Bitbucket
Experience in DevOps is preferred
Must know both Salesforce Sales and Service Cloud with expert-level knowledge of at least one Salesforce cloud
Exposure to Salesforce Marketing Cloud, Mulesoft, and Veeva is a big plus
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