Salesforce Click Application Support Level-2 SME
2 days ago
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 CRs & SoWs) activities
Communicate with release managers on the incident fixes & changes etc
Raise ticket with Salesforce & co-ordinate with Salesforce SMEs 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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