L3 - Tech & Digital - LOS Application Support - BACL

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 (Salesforce.com) 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

1. Program Management:

• Ability to manage multiple applications, projects, and support initiatives simultaneously.


• Strong planning, prioritization, and stakeholder management skills.

2. Quality Assurance:

• Proven experience in defining and tracking service quality metrics.


• Ability to identify service gaps and drive process enhancements.

3. 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.

4. 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.

5. 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.

6. 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.