14 days old

Associate Director (Salesforce Operations)

Hyderabad, TS 500001
Lead and motivate a world class technical support team of tier 1, tier 2 production support engineers and Problem management engineers providing 24 x 7 support for salesforce.com applications

Defining and implementing the procedures and policies to ensure that a high-quality service is delivered to all stakeholders while adhering to strict performance level in a 24x7x365 operational support environment.

Ensuring a high level of technical knowledge within the Support team members as evidenced through turnaround time of issues and ability of Support teams to resolve issues independently

Analyzing data to identify trends and improve the efficiency of the product and the support teams

Manage case auditing for the tier 1 teams and work with individuals to insure constant improvement on all fronts.

Creating a smart, efficient and time conscious escalation system ensuring urgent issues requiring more in-depth knowledge are handled quickly and completely

Creating workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion

Provide encouragement to engineering team members, identify areas for continued learning and development

Manage through data driven approach, Monitor team performance and ensure Service Level goals are met

Monitor key KPIs and report on operational activities

Initiate process and workflow improvements

Be the point person for 2nd level support escalations in India

Candidate should have atleast 10+ Years of Salesforce experience.

Team handling of atleast 3-4 yrs is a must.

Experience working in modern cloud ecosystems, such as Azure, AWS or GCP

Experience in advanced troubleshooting of Salesforce.com applications (any two of Leads, DCI Digitsl Check In, Case, CLM, C360, KM) batch jobs and Mulesoft integration

Integration experience using MuleSoft Anypoint Platform.

Experience with CICD process using GIT, Github, Jenkins, Flosum or similar tools for deployment of Mulesoft APIs & SFDC Code/Config components.

Configure page layouts, Reporting Snapshots, Roles & Profiles, Permission Sets, Custom Permissions, FLS and Sharing Rules

Experience on SOQL & SOSL.

Well experienced in Apex Classes, Apex Triggers, Batch Apex, Test Classes

Expert in Security Model of Salesforce Lightning Web Components, Lightning Aura Components, JavaScript, jQuery, Sales, Service & Marketing Cloud.

Implementation experience of Enterprise design pattern.

Create and maintain documentation on processes, policies, protocols, application configuration and help-related materials for users as applications are developed

Experience in migrating data using data loader or similar tool.

Excellent English communication skills, oral and written, to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management

Great people management skills and knowledge

Experience providing excellent customer Service experience, in a support team resolving customer issues/requests.

Education Qualification: Bachelors/ Masters degree in Computer Science or related field is preferred.
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.


Posted: 2022-05-11 Expires: 2022-06-10

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Associate Director (Salesforce Operations)

Hyderabad, TS 500001

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