Job Description :
MUST SFDC ADMIN CERTIFIED
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.
Work EXT 310 |Direct :