Package Specialist-Salesforce Technical Operations

As a Package Specialist for Salesforce Technical Operations, you will provide application support and manage the incident lifecycle to ensure continued and synchronized functionality. You will operate in a shift model to provide 24x7 application support coverage and implement platform upgrades and regression testing.

Your primary responsibilities will include:

• Manage Incident Lifecycle: Own the incident lifecycle from initiation to closure, ensuring timely resolution and satisfaction of the originator. This includes documenting incident reports, performing root cause analysis, and implementing corrective actions.

• Application Monitoring: Perform application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.

• Code Migration: Manage code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.

• User Administration: Perform user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.

• Performance Metrics: Prepare and collate metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.

• Salesforce Application Support: Experience with managing incident lifecycles, including documenting incident reports, performing root cause analysis, and implementing corrective actions to ensure timely resolution and satisfaction of the originator.

• Technical Troubleshooting: Experience with application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.

• Code Management: Experience with managing code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.

• Platform Administration: Experience with user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.

• Performance Analysis: Experience with preparing and collating metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.

• 5-7 years’ experience as a Package Specialist for Salesforce Technical Operations

• Platform Upgrade Expertise: Experience with implementing platform upgrades and regression testing to ensure seamless integration and minimal downtime. This includes analyzing upgrade requirements, developing test plans, and executing upgrades.

• Advanced Troubleshooting Skills: Experience with using AI Ops and other advanced tools to identify and resolve complex technical issues, improving overall application performance and reducing downtime.

• Environment Management: Experience with managing multiple environments, including scheduling application updates, maintaining records of configuration changes, and ensuring continued and synchronized functionality.