"lead Salesforce L2/l3 Support Specialist-bau

Req ID 325589NTT DATA strives to hire exceptional innovative and passionate individuals who want to grow with us If you want to be part of an inclusive adaptable and forward-thinking organization apply now We are currently seeking a Lead salesforce L2 L3 Support Specialist-BAU Sales Service Layality Cloud to join our team in Bangalore Karnxc4x81taka IN-KA India IN Lead Support Engineer L2 L3 Support Specialist to provide incident-driven and service request-based BAU support for Salesforce platforms including Service Cloud Experience Cloud and Loyalty Cloud The role involves both functional L2 and technical L3 responsibilities with a strong focus on timely issue resolution platform stability and user satisfactionWorking Model should be ready to travel to Australia upon visa processing on rotation basisKey Responsibilities Incident Service Request Management Respond to and resolve incidents and service requests within defined SLAs Prioritize and triage tickets based on severity and business impact Perform root cause analysis RCA and suggest preventive actions for recurring issues Document solutions and maintain support runbooks and knowledge articles L2 - Functional Support Activities Resolve configuration-related issues Flows page layouts validation rules etc Manage Experience Cloud user roles portal configurations and access models Support loyalty program operations member tier updates points adjustments and reward configurations Perform user management data loads exports and permission reviews Coordinate with business stakeholders for clarification and closure of service requests L3 - Technical Support Activities Debug and fix Apex classes triggers batch jobs and LWC components Support and enhance integrations using REST SOAP APIs and Named Credentials Optimize backend processes especially loyalty transaction handling and service workflows Assist in unit testing and deployments using CI CD tools Gearset Copado Git Required Skills Experience 5-7 years of Salesforce platform support experience including admin and development Strong hands-on expertise in Service Cloud Case lifecycle entitlements omnichannel support Experience Cloud Partner community portals role hierarchies page customizations Loyalty Cloud Program setup tier logic transaction journals reward flows Solid technical knowledge of Apex SOQL Lightning Web Components LWC Salesforce Flows and Process Automation API integrations and troubleshooting Familiarity with ticketing tools e g Jira Collaborate with Salesforce support L4 or ISVs for unresolved platform-level issues Soft Skills Working Model Ability to work independently and manage time effectively in AU time zone Strong analytical and troubleshooting skills Clear communication with business and technical teams Ownership mindset with a focus on continuous improvement Preferred Certifications Salesforce Certified Administrator ADM 201 Platform App Builder or Developer I Service Cloud Consultant Loyalty Management Accreditation preferred Note should be ready to travel to Australia upon visa processing on rotation basis SalesforceAbout NTT DATANTT DATA is a 30 billion trusted global innovator of business and technology services We serve 75 of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long term success As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity We are one of the leading providers of digital and AI infrastructure in the world NTT DATA is a part of NTT Group which invests over 3 6 billion each year in R D to help organizations and society move confidently and sustainably into the digital future Visit us atNTT DATA endeavors to make accessible to any and all users If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications NTT DATA is an equal opportunity employer Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status For our EEO Policy Statement please click If you d like more information on your EEO rights under the law please click For Pay Transparency information please click