Key Responsibilities
- Incident & Problem Management: Take ownership of P1/P2 critical incidents, conduct thorough Root Cause Analysis (RCA), and perform trend analysis to prevent recurring issues.
- Core Application Support: Support and maintain Salesforce Service Cloud and related ecosystem integrations to ensure optimal system uptime and performance.
- Cross-Functional Collaboration: Coordinate directly with Salesforce Developers, Quality Assurance, and Business/Product teams to resolve complex production issues.
- SLA & Operational Excellence: Maintain strict compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Leadership & Mentorship: Guide, mentor, and upskill junior support engineers within the team.
- Automation & Process Improvement: Identify operational bottlenecks, drive support automation, and continuously optimize internal support processes.
Required Skills & Qualifications
Salesforce Expertise
- Robust experience in Salesforce Administration and configuration.
- Hands-on knowledge of Apex, Lightning Web Components (LWC) / Aura Components, SOQL/SOSL, and Salesforce Flows.
- Functional and technical proficiency in Service Cloud.
Integration & Technical Skills
- Sound understanding of REST and SOAP APIs.
- Exposure to middleware platforms and third-party system integrations.
Operational & Analytical Skills
- Proven track record in production support, incident management, and problem management frameworks (ITIL experience preferred).
- Exceptional analytical and troubleshooting skills to resolve high-priority production bottlenecks quickly.