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Write Your Success Story with Ntt Data Services

2 weeks ago

Bengaluru Karnataka, India NTT DATA Full time

**Req ID**: 325589

We are currently seeking a "Lead salesforce L2/L3 Support Specialist-BAU ( Sales,Service & Layality Cloud)" to join our team in Bangalore, Karnātaka (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 satisfaction

Working Model :should be ready to travel to Australia upon visa processing on rotation basis

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

Salesforce

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