Specialist - Software Engineering

Job description: 

The Salesforce Systems Production Support Lead will assist and support the designated functional leader to create, grow and manage the team maintaining day-to-day support operations of CRM/CLM related technologies, as well as evolving and accommodating changing needs of the different business units.

This position requires working with core business owners and users across the spectrum of the business teams and acting as the liaison between technology teams (internal and vendor) during business hours.

Other major duties include but not limited to require managing data, creating management status reports (daily, weekly, and monthly) and analyzing projects, working with the audit department and any platform and process related requests, and continued development of the systems support team.

This position also requires someone who has experience working in and managing a client facing support organization for key business applications that is used by thousands of users in many different capacities.

You will be responsible for creating support processes that allow for seamless integration with enterprise support guidelines.

The resource will also continue to support the development team for business analysis, technical analysis and data analysis as needed to support development and production releases.

Specifically, the Business Analyst is the product owner for items and issues reported by the User Community.

Strong analysis, systems integration experience, and excellent communication skills supported by 6 or more years successful experience supporting enterprise applications.

Prior project management experience is preferred.

Ability to collaborate and communicate effectively with cross-functional teams on CRM tools (Salesforce) and client onboarding workflows is key.

The role will be responsible for system stability of existing and newly deployed features on the platform and delivering exceptional service to our User Community colleagues.

Additional characteristics necessary to succeed include an analytical approach, attention to detail, desire to improve everything, and passion to serve clients.

Ability and desire to interact with senior executive leadership and present thought leadership in clear and concise manner is a must.

Lead the team providing front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.

Solve production down situations/SLA Breaches under tight SLA deadlines.

Develop and implement procedures to improve communication, team engagement and coordination around incident management and to reduce business impact.

Co-ordinate and promote effective functioning of problem management activities across all support teams

Provide 24X7 and weekend on-call support

Implement ITIL best practices, resulting in quicker more accurate service to the customers.

Create and maintain knowledge base of known support issues and resolutions

Create application monitoring mechanisms and performance tuning processes

Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Ensure Root Cause Analysis is performed for all issues as defined by the project

Responsible for application upgrades and troubleshooting post upgrades, in general maintenance of the entire system

Extensive knowledge/Experience in managing and triaging Production Support incidents and issues

Experience working with distributed teams in different time-zones

Strong commitment to quality and engineering excellence

Ability to take on new challenges and explore new technology/tools

Strong communication skills

Able to work in a high paced, dynamic and culturally diverse environment

High level of commitment, initiative, enthusiasm and vision

Excellent presentation and interpersonal skills

Prioritize workload, providing timely.

LTI values diversity and inclusion and is committed to the principles of Equal Employment Opportunity EEO/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity.”