Salesforce Support Lead
Michael Page
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About Our Client
This opportunity is with a large organization within the Technology industry. The company is known for its focus on innovative solutions and cutting-edge projects, providing a stable and professional environment for its employees.
Job Description
Key Responsibilities:
- Team Leadership & Supervision
- Lead and manage a 7-member L2 support team.
- Dispatch workload effectively and ensure team productivity.
- Monitor performance and implement development plans to address skill gaps.
- Service Delivery & SLA Management
- Ensure timely resolution of incidents and service requests in line with SLAs.
- Track production issues and coordinate resolution efforts, including workarounds and permanent fixes.
- Stakeholder & Cross-Team Coordination
- Act as the SPOC for all stakeholder communications.
- Collaborate with other technical teams to ensure seamless service delivery.
- Knowledge & Capability Building
- Evaluate team readiness and implement training plans to enhance incident management and service request fulfillment capabilities.
- Compliance & Onsite Presence
- Report onsite and ensure team adherence to company and client policies.
- Subject Matter Expertise
- Serve as the default functional and technical SME for the team, especially in Salesforce Sales Cloud and Service Cloud.
- Continuous Improvement
- Participate in and drive continuous improvement initiatives.
- Ensure timely delivery of management-assigned tasks.
The Successful Applicant
- Minimum 5 years of hands-on experience with Salesforce Sales Cloud and Service Cloud.
- At least 2 years of experience leading a small L2 support team (around 7 members).
- Experience with Salesforce Marketing Cloud is an advantage.
- Familiarity with Heroku and AWS is a plus.
- Knowledge of ITIL processes is an advantage.
- Strong communication, coordination, and stakeholder management skills.
- Bachelor's degree in IT, Computer Science, or a related field.
- Willing to work onsite full-time.
What\'s on Offer
- Permanent position within the Technology industry.
- Opportunity to work in Mandaluyong with a reputable organization.
- Exposure to cutting-edge Salesforce projects.
- Supportive and professional company culture.
Vacancy posted 19 hours ago
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