L2 Salesforce Click Application Support Engineer

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.

(ref : hirist.tech)