Job Responsibilities:

✦   Troubleshooting and RCA: Responsible for resolving complex issues that L2 support cannot address with right root cause analysis and workaround solutions.

✦   Effective utilization of tools and documentation.

✦   Excellent knowledge of log analysis (system logs, server logs, and application logs).

✦   Ticket Management: Manage escalated tickets from L2, ensuring timely resolution with proper prioritization of tickets. Identify the scope for shift-left topics to L2.

✦   On-Call: Participate in on-call rotations to provide 24/5 support for critical incidents and be available over the weekend when triggered by L2 team.

✦   Documentation: Effective utilization of training and documents. Creation and modification of documents based on needs and requirements.

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Job Requirements:

✦   4 years of experience in support activities handling L3 incidents.

✦   Solid understanding and hands-on experience on Salesforce (SFB2C, SFRA).

✦   Strong knowledge and experience on Business Manager (BM) features and modules.

✦   Knowledge on APIs (Mulesoft preferable).

✦   Expertise in analyzing system logs, server logs, and application logs.

✦   Experience with support tools (Service Now, Dynatrace, Grafana, Open Search, Kibana, Jira, Confluence).

✦   Knowledge on cloud platforms like AWS, Azure, or Google Cloud.

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4392355196&f_TPR=r86400&keywords=salesforce&location=India&sortBy=R&start=75

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Additional Details:

✦   Flexibility, with hybrid work options (country-dependent).

✦   Learning and development, with access to cutting-edge tools, training and industry experts.