L2 Salesforce Click Application Support Engineer

6 days ago

Bengaluru, India Sampoorna Consultants Full time

Responsibilities
The successful candidate shall provide the following services for the L2 support

  • Troubleshooting production issues for the Salesforce Click Application
  • Fault identification, diagnosis and troubleshooting
  • Resolution of faults confirmed, by Enzen application support lead, to be an L2 issue;
  • Review and tracking of fault status through job logs (currently in the ServiceNow Tool); and regular status updates of related incident tickets with relevant information relating to the progress of the ticket resolution
  • Proactive and automated monitoring activities that include continuous health checks of the applications & application logs, and key interfaces.
  • Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas;
  • Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-scaling, twice yearly for critical applications & infrastructure and annually for non-critical applications and infrastructure.
  • Correction of any failed Critical interfaces;
  • The implementation and testing of data fixes approved by the customer and in conformance with the agreed data fix process
  • Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems;
  • Management of IT requests and system administration for the Applications such as password resets and user set-up. Unless otherwise directed by SGN, fault diagnosis and troubleshooting of reported production issues will take precedence;
  • Incident resolution, which includes :
  • Diagnosis of reported incidents to establish the problem definition and fault source identification so that corrective action can be initiated, or a plan of action agreed.
  • Incident resolution may comprise the provision of :
  • A code fix;
  • Service or server restart
  • User guidance;
  • An agreed workaround;
  • Updated information for incorporation within service desk scripts, FAQs, etc.;
  • Regular update of the incident ticket in accordance with the agreed Service Levels; and/or
  • SQL Scripts for data correction.
  • You will closely work with Application Lead and responsible for delivering day-to-day activities w.r.t BAU and Project (New CR's & SoW's) activities
  • Communicate with release managers on the incident fixes & changes etc
  • Raise ticket with Salesforce & co-ordinate with Salesforce SME's on level-3 related issues
  • Support the Go-Live activities to deploy the software successfully.
  • Attend the CAB meetings to discuss the release with the team and find roadblocks, if any.

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