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L2 Salesforce Click Application Support Engineer
2 weeks 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 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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