Salesforce application Support lead

Full Time, Part Time, Contract W2, C2H W2, Contract Corp-To-Corp, C2H Independent, C2H Corp-To-Corp, Contract Independent

Job Description

Job Description :


Salesforce application Support lead

Incident Management, Problem, Defect Management, Release Management, Enhancement work

Work closely with Zoetis IT and Business stakeholders for Service reporting, escalation management, ticket priorization

Day to day work with offshore support team to ensure SLA compliance, backlog monitoring, delivery management

Triage with customer for any ticket/incident clarification

Work with Customer's release management for enhancement work, release management

Knowledge of Jira, DevOps tool is required

Strong resource in Salesforce Configuration, Customization, Integration

Salesforce Technical lead to take care of the below activities

1. Service Support & Maintenance-

Review incident/problem/change management plan created by team; Track issue/problem resolution; Conduct RCA; Define communication and issue resolution matrix; Drive and implement best practices for resolution of issues; Liaise with business users/SMEs to resolve issues if required; Review patch fixes created to prevent recurrence of complex problems; Track adherence to SLAs; Guide team members in the course of incident/ problem management; Conduct change impact assessment; Collate change records; Share change records with relevant stakeholders.

2. Knowledge Management-

Create and update knowledge articles in the knowledge management repository; Provide guidance to team members to maintain all documentation related to project; Conduct KT sessions; Create knowledge articles on the problem, workaround solutions; Monitor and report the usage of knowledge articles; Maintain knowledge management database.

3. Customer Management-

Manage the project in triaging with Customer stakeholders. Status reporting, escalation management, understand business requirement, priority etc.

4. People Management-

Provide assistance in selection of representative employee groups for training; Conduct training; Mentor team members in project teams with respect to product and domain skills on projects; Conduct technical, face to face interviews with candidates and support recruitment process; Set goals for team members and monitor performance; Co-ordinate with the project/program manager in understanding how the employee can better contribute to the project, seek feedback and address concerns; Conduct performance appraisal for team members; Organize team initiatives on a periodic basis.

Thank you,


Work EXT 310 |Direct :

Dice Id : 10123197
Position Id : OOJ - 7690-6691
Originally Posted : 2 months ago
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