Salesforce Operations Engineer

Salesforce Operations Engineer

• Globally partner to deliver world class Salesforce Application Support and query/failure analysis from Salesforce Customers, ensuring uninterrupted monitoring and smooth support operations.
  · Provide Salesforce application support and health checks for application programs; with a focus on minimizing impact to Customers and internal users with Mean Time to Mitigate (MTTM) as primary Key Performance Indicator (KPI).
  · Monitor Salesforce applications and be a key stakeholder in Incident and Change Management processes.
  · Regularly perform data analysis to determine Salesforce program performance and identify areas of improvement.
  · Triage and drive events to resolution. Interact with internal and external stakeholders on a global scale.
  · Adhere to defined ITSM standards as defined by client Incident & Change Management policies.
  · Monitor the performance of traffic, systems, and address anomalies detected.
  · Continuously working on fine-tuning alerts and help the team to eliminating toils through analysis, process improvements and automations.
  · Work constantly on producing data and insights which show the scope of improvements in the monitoring system.
  
  Role
  
  · Single point of contact for all customer / DM for all Salesforce Tickets/Queries/WOs
  · Responsible for Customer Relationship Management
  · Monitoring and managing the SLA as per defined standard.
  · Generate status report, SLA report and metrics progress report for the project.
  · Manage customer specific knowledge repository SOP (Processes, Procedures) and ensure version control for historical processes.
  · Responsible for service report to customer / internally
  · Participate in service reviews with customer
  · Scope and Change Management
  · Mentor the operation/technical/Service management team on client handling and customer services.
  · Ensure high morale of the team
  · Ensure delivery of the project from a time, cost and quality perspective
  · Achieve Project profitability as per the plan
  · Ensure high levels of client satisfaction.
  · Ensure people satisfaction through engagement scores/attrition
  · Drive productivity improvement and efficiencies across the teams
  · Establish robust governance model and ensure compliance by the teams
  · Identify, initiate and implement service improvement plans
  · Ensure that responsibilities related to administration are met by the Leads (such as timesheets, shifts, weekly reviews)
  · Ensure availability and alignment of resources for efficient service delivery
  · Create learning opportunities for the self and team and ensure that training needs are identified and met
  · Build and manage relationships with the managers of the client's organization
  
  All about You
  · Bachelor's Degree or equivalent work experience.
  · Good Understanding of Sales and Service Cloud for
  · User and Access Management [ (New user creation in switch instance, Troubleshoot user access issues in production environment, User reinstatement (User reactivation), Support user termination process, Seismic user creation and support, PCI user activation, Redirect users to AccessMC for new user creation, User Reinstatement (User reactivation),Queue assignment Permission and Group assignment)]
  · Case and Ticket Management (Case management support for all L1 cases reported to Worldwide and D&S Queues, Monitor and create cases for emails received in shared email box, Account creation for D&S, Report / Escalate issues to development team, Report production defects to dev team after our analysis in prod and sandbox)
  · Documentation & User Assistance (Document functional flow in confluence, Create and maintain Operational SOPs in confluence, Update Sales Cloud Operational Playbook, assist users with queries related to application functionality)
• Data Management & Integration Monitoring (All data load activities in Production environment, Podio file manual upload using data, Weekly update of contract records, Monthly activity of CAM/LBCU project creation under D&S, Monitor and process Email-to-case errors, Monitor MC Queue log and integration error objects, Update company and contacts in case of mismatch Update ESF classification)
  · Administration Activities (User license report and Audit report creation on monthly
  · basis for Finance team review, Unused license clean-up on weekly basis, Production deployment of change sets and post deployment manual activity, Sandbox refresh post steps, General instance management (updates, changes, cleanup, etc.), Troubleshooting, License and certificate management, Reporting/dashboard monitoring)
  · User support [Provide guidance on how-to's (such as how to close an opportunity, contract, waiver)], Data change/update (such as SIPs, waivers, contracts, approvals, etc.), User access (activation, permissions, etc.)]
  · Basic understanding of UNIX scripting
  · Basic understanding of Oracle or any other relational database is desired.
  · Experience on batch scheduling
  · Knowledge on tool monitoring
  · Knowledge of Omnibus, Splunk & Dynatrace is desired.
  · Knowledge on cloud technologies (AWS, Azure) or PFC is preferred
  · Hands on Experience on ITSM tools - Remedy/ServiceNow.
  · Effective problem and troubleshooting skills.
  · Knowledge of ITSM best practices
  · Effective written and verbal communication skills.
  · Effective interpersonal skills.