L3 Support Engineer

We are seeking an experienced L3 Support Engineer to
provide BAU support for Portfolio Services applications built on the Salesforce
platform. The candidate will act as a bridge between business stakeholders and
technical teams, ensuring smooth operations, issue resolution, and continuous
improvement of business processes. The ideal candidate should possess strong
communication skills, a good understanding of business processes, and hands-on
Salesforce expertise to analyze, troubleshoot, and implement effective
solutions.

Key Responsibilities

Production Support & Incident Management

• Provide
  L3 production support for Portfolio Services applications and Salesforce
  solutions.
  
• Analyze,
  troubleshoot, and resolve complex production issues within SLA timelines.
  
• Perform
  root cause analysis and implement preventive measures.
  
• Coordinate
  with cross-functional teams during incident resolution and deployments.
  
• Monitor
  application performance and proactively identify potential risks.
  

Business Engagement

• Act
  as the primary point of contact for business users regarding application
  issues and enhancements.
  
• Communicate
  effectively with stakeholders to understand business requirements and
  challenges.
  
• Translate
  business needs into technical solutions within the Salesforce ecosystem.
  
• Facilitate
  discussions between business teams, developers, and support teams.
  

Salesforce Solutioning

• Understand
  existing Salesforce configurations, customizations, and integrations.
  
• Evaluate
  business requirements and recommend appropriate Salesforce-based
  solutions.
  
• Support
  configuration changes, data fixes, and minor enhancements.
  
• Collaborate
  with development teams on solution design and implementation.
  
• Ensure
  solutions align with business objectives and platform best practices.
  

Change & Release Management

• Support
  release deployment activities and post-deployment validations.
  
• Assess
  impact of changes on existing business processes.
  
• Maintain
  support documentation, knowledge articles, and operational procedures.
  

Continuous Improvement

• Identify
  opportunities for process optimization and automation.
  
• Drive
  improvements to application stability, performance, and user experience.
  
• Participate
  in problem management and service improvement initiatives.
  

Required Skills & Qualifications

Technical Skills

• Strong
  understanding of Salesforce platform capabilities, including:
  
• Sales
  Cloud
  
• Service
  Cloud
  
• Lightning
  Experience
  
• Reports
  & Dashboards
  
• Flows
  and Process Automation
  
• Experience
  in Salesforce support, administration, or implementation.
  
• Knowledge
  of Salesforce data model, security model, and integrations.
  
• Experience
  in troubleshooting production issues and defect management.
  
• Familiarity
  with Agile and ITIL support processes.
  

Business & Functional Skills

• Ability
  to understand business processes and convert requirements into Salesforce
  solutions.
  
• Strong
  analytical and problem-solving skills.
  
• Experience
  working directly with business users and stakeholders.
  
• Ability
  to perform impact analysis and provide solution recommendations.
  

Communication Skills

• Excellent
  verbal and written communication skills.
  
• Ability
  to communicate effectively with technical and non-technical stakeholders.
  
• Strong
  stakeholder management and customer-service orientation.
  
• Ability
  to lead discussions, provide status updates, and drive issue resolution.
  

Preferred Qualifications

• Salesforce
  Administrator Certification.
  
• Salesforce
  Advanced Administrator or Platform App Builder Certification.
  
• Experience
  in Financial Services, Portfolio Management, or related domains.
  
• Experience
  supporting enterprise applications in a global environment.
  

·       Hands-on experience supporting MuleSoft APIs, integrations, and
middleware solutions.

·       Knowledge of AWS services,
particularly:

1.     Amazon S3

2.     IAM Roles & Permissions

3.     File Processing and Storage Solutions

Experience

• 5+
  years of application support experience.
  
• 3+
  years of Salesforce support/implementation experience.
  
• Proven
  experience working in L3 support and business-facing roles.
  

Success Criteria

• Timely
  resolution of production incidents.
  
• High
  business user satisfaction.
  
• Effective
  communication with stakeholders.
  
• Reduced
  recurring issues through root cause elimination.
  
• Successful
  implementation of Salesforce-based business solutions.