Write Your Success Story with Ntt Data Services

4 days ago

Hyderabad Telangana, India NTT DATA Full time

**Req ID**: 325586 We are currently seeking a "Lead salesforce L2/L3 Support Specialist-BAU ( Sales,Service & Layality Cloud)" to join our team in Hyderabad, Telangana (IN-TG), 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 satisfaction Key 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 **About NTT DATA

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