L3 - Tech & Digital - LOS Application Support - BACL (Akurdi (BACL), India)

Position/Designation SFDC – Application Support Grade/Level Onrole Location Akurdi HO Experience Minimum 5-7 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector. Qualification B.E./ B. Tech /M.C.A./M.C.S / BSC IT Reporting To DGM IT Summary Role Profile/Job Responsibilities Key Responsibilities: An SFDC () Support role focuses on maintaining, troubleshooting, and enhancing Salesforce applications to ensure smooth business operations. It requires strong technical expertise in Salesforce administration, problem-solving skills, and the ability to collaborate with business teams. 1. IT Service & Support Management Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability. Monitor application health dashboards and ensure proactive issue prevention and resolution. Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs. Identify recurring issues and drive problem management activities to eliminate root causes. Ensure alignment to ITIL incident, problem, and change management processes. Collaborate with InfoSec teams to monitor and close security incidents promptly. 2. Quality Assurance Define operational KPIs and track adherence to service quality metrics. Implement continuous improvement programs for application support functions. Conduct periodic service reviews and initiate corrective/preventive actions when required. Ensure documentation, knowledge base updates, and service continuity plans are current. 3. Vendor Management Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance. Review vendor performance and drive governance meetings for service improvement. Oversee contract renewals, support agreements, and escalations for major incidents. Ensure vendors adhere to security, compliance, and audit requirements. Skill Sets Required Program Management: Ability to manage multiple applications, projects, and support initiatives simultaneously. Strong planning, prioritization, and stakeholder management skills. Quality Assurance: Proven experience in defining and tracking service quality metrics. Ability to identify service gaps and drive process enhancements. IT Service & Support: Deep understanding of ITIL processes for Incident, Problem, and Change Management. Familiar with application monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and performance reporting. Experience handling security, patch management, and compliance initiatives. Leadership & Collaboration: Capability to lead cross‑functional support teams and coordinate with internal/external stakeholders. Mentoring and motivating support engineers or vendors towards service excellence. Communication Skills: Excellent written and verbal communication skills for reporting, escalation, and stakeholder updates. Ability to explain technical issues to non‑technical users and business leaders. Additional Technical Skills: Knowledge of SQL/Database troubleshooting basics, API monitoring, and application log analysis. Familiarity with cloud‑based applications (AWS/Azure), basic networking, and integration frameworks. Exposure to InfoSec audit processes and vulnerability management practices. Certifications (Preferred) 3+ years of Salesforce experience in administration/support. Salesforce Administrator Certification preferred. Strong knowledge of Salesforce architecture, data models, and SOQL . Skills in Apex, Visualforce, JavaScript, HTML/CSS, and data migration tools .