Service Manager - Salesforce
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Job CategoryEnterprise Technology & Infrastructure
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Responsible for upholding Service Level Agreements (SLAs) and proactively initiating measures for improvement.
orchestrate the smooth transfer of IT services between vendors and internal resources, leveraging expertise to minimise disruptions and ensure a flawless transition.
Serve as a liaison between IT groups and Vendor points of contact, facilitate daily operations and swift issue resolution, maintaining effective communication and collaboration.
Take charge of managing IT processes and tools from operational standpoints. This ensures efficient operational delivery aligned with best practices.
Provide consolidated reporting on maintenance and production support activities, encouraging transparent communication across all levels. This consolidated view aids decision-making and ensures everyone is advised.
collaborate effectively with various partners, including leadership, technical teams, process owners, vendors, and other support organisations, ensures a broad approach to service management.
Foster communication and collaboration, ensuring timely and relevant information flows efficiently regarding service status updates, quality metrics, improvement plans, and training opportunities.
Lead the execution of critical processes and activities underpinning service operations, such as Incident Management, Problem Resolution, Change Management, and Configuration Management.
7+ Years of Experience in administration and support of enterprise salesforce applications handling all aspects including vendor Management, case management and platform maintenance
Must have platform app builder and Salesforce Admin certification
Sophisticated knowledge of Salesforce Out of the box features Including User Management, Profiles, Permission set, roles, Flows, reports, dashboards, etc.
Experience with Apex, Visualforce, Integration and the Lightning Component Framework.
Advance Knowledge of Change Management process and associated tools.
Good knowledge of the Software Development Life Cycle (SDLC) and Agile Software development
Good knowledge of Software-as-a-Service (SaaS) model and concepts
Must be a self-starter and Salesforce enthusiast who grows with working in fast-paced environment
Proven ability to manage overall business initiative or several components of large and sophisticated applications
Familiarity with SOX protocols, Change Management and Release Management principles and processes
Good Knowledge on Incident management.
Advance knowledge of supervising and logging tools Like PagerDuty, Splunk etc
Additional Certification like Salesforce Advance admin and system architects are desired.
Familiarity with Mulesoft, tableau, Splunk is added advantage.
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