Application Support Lead

1 month ago

Coimbatore, India MaxVal Full time

Key Responsibilities:

Team Leadership & People Management:

Lead, mentor, and manage a team of Salesforce support specialists.

Conduct performance evaluations, provide constructive feedback, and develop growth plans for team members.

Ensure adequate team staffing and coverage for 24/7 support (if applicable).

Foster a positive and collaborative team environment, encouraging knowledge sharing and skill development.

Salesforce Application Support:

Oversee the daily operations of the Salesforce support team, ensuring timely and effective resolution of issues.

Monitor Salesforce application performance, diagnose issues, and coordinate resolutions with internal and external stakeholders.

Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support staff.

Ensure compliance with Service Level Agreements (SLAs) and key performance metrics.

Client Engagement & Communication:

Act as the primary point of contact for clients regarding Salesforce application issues.

Build and maintain strong relationships with key stakeholders and clients, ensuring transparency and satisfaction with support services.

Collaborate with clients to understand their evolving needs and propose Salesforce enhancements or customizations.

Communicate the status of ongoing issues, resolutions, and project updates to clients in a clear and professional manner.

Project Management:

Lead and manage Salesforce-related support projects, including software updates, migrations, and implementations.

Develop project plans, define scope, manage timelines, allocate resources, and track progress.

Collaborate with other departments (e.g., development, quality assurance) to coordinate cross-functional projects.

Ensure that projects are completed on time, within scope, and in line with the client’s requirements.

Technical Expertise & Development Knowledge:

Apply Salesforce development knowledge to oversee or assist in troubleshooting, debugging, and fixing issues related to customizations, integrations, and automations.

Understand Salesforce architecture, APIs, workflows, triggers, and custom objects to effectively support complex environments.

Collaborate with the development team to enhance Salesforce functionality and deliver technical improvements.

Stay up to date with Salesforce releases, new features, and best practices.

Continuous Improvement & Innovation:

Drive continuous improvement in support processes and workflows, identifying opportunities for automation and optimization.

Contribute to the knowledge base and provide training to both internal teams and clients on Salesforce functionalities and best practices.

Stakeholder Management & Reporting:

Provide regular reports on team performance, ticket status, and service delivery metrics to senior management.

Maintain transparency on team productivity, escalations, and project statuses.

Ensure alignment with organizational goals and objectives by coordinating with senior leadership.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.

5+ years of experience in Salesforce application support and development.

Proven experience in a team lead or managerial role, with strong people management skills.

Strong knowledge of Salesforce CRM and development (Apex, Visualforce, Lightning, and APIs).

Experience in project management methodologies and tools (Agile, Scrum, etc.).

Excellent client-facing communication skills, with a focus on problem-solving and resolution.

Salesforce certifications such as Salesforce Administrator, Salesforce Advanced Administrator, or Salesforce Platform Developer are a plus.

Skills:

Leadership and people management.

Salesforce administration and development knowledge.

Project management (planning, execution, and monitoring).

Client-facing communication and relationship management.

Troubleshooting and problem-solving in complex technical environments.

Ability to work in a fast-paced, dynamic environment with cross-functional teams.

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