Technical Lead SFDC

Roles & Responsibilities

Lead a team of resources to provide L1/L2/L3 Support, Monitor and provide support to production streams and help business users with expert knowledge on all supported applications.

Develop, co-ordinate and promote the effective functioning of problem management activities by working with support manager

Should be able to troubleshoot (review, analyse and resolve) production issue including job failures, and be able to apply code fixes on an as needed basis.

Should be able to work with Business partners to analyse and resolve their queries and ensure compliance to all controlled processes according to business and IT requirements.

Develop and maintain a professional relationship with all stakeholders within IT and Business teams and provide support

Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management

Responsible for hands on operations and support within Salesforce environment and integrations

Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

Drive projects that improve support-related processes and our customers technical support experience with minimal guidance

Take ownership of creating knowledge base to document routine issues and troubleshooting approaches

Mentor and train team members on support process and compliance process

Desired Skills & Experience

7+ years of experience in Salesforce support operations including handling incidents and bug fixes

Experience in handling the team of support analysts to maintain and troubleshoot operations including, including user set up, roles, profiles, groups, queues, security and permissions, workflows and validation rules, custom objects, and fields

SFDC technical knowledge of on Application Configuration, Customization using Triggers, Visual force, Apex classes is required to trouble shoot the production issues.

Develop and prepare effective training modules and user guides

Ability to effectively prioritize and execute tasks, and collaborate with various stakeholders and deliver in tight timelines