L2 Salesforce Click Application Support Engineer

<p>Responsibilities : <br/><br/>The successful candidate shall provide the following services for the L2 support<br/><br/>- Troubleshooting production issues for the Salesforce Click Application<br/><br/>- Fault identification, diagnosis and troubleshooting<br/><br/>- Resolution of faults confirmed, by Enzen application support lead, to be an L2 issue;<br/><br/>- Review and tracking of fault status through job logs (currently in the ServiceNow Tool); and regular status updates of related incident tickets with relevant information relating to the progress of the ticket resolution<br/><br/>- Proactive and automated monitoring activities that include continuous health checks of the applications & application logs, and key interfaces.<br/><br/>- Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas;<br/><br/>- Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-scaling, twice yearly for critical applications & infrastructure and annually for non-critical applications and infrastructure.<br/><br/>- Correction of any failed Critical interfaces;<br/><br/>- The implementation and testing of data fixes approved by the customer and in conformance with the agreed data fix process<br/><br/>- Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems;<br/><br/>- Management of IT requests and system administration for the Applications such as password resets and user set-up.

Unless otherwise directed by SGN, fault diagnosis and troubleshooting of reported production issues will take precedence;<br/><br/>- Incident resolution, which includes : <br/><br/>- Diagnosis of reported incidents to establish the problem definition and fault source identification so that corrective action can be initiated, or a plan of action agreed.<br/><br/>- Incident resolution may comprise the provision of : <br/><br/>- A code fix;<br/><br/>- Service or server restart<br/><br/>- User guidance;<br/><br/>- An agreed workaround;<br/><br/>- Updated information for incorporation within service desk scripts, FAQs, etc.;<br/><br/>- Regular update of the incident ticket in accordance with the agreed Service Levels; and/or<br/><br/>- SQL Scripts for data correction.<br/><br/>- You will closely work with Application Lead and responsible for delivering day-to-day activities w.r.t BAU and Project (New CR's & SoW's) activities<br/><br/>- Communicate with release managers on the incident fixes & changes etc<br/><br/>- Raise ticket with Salesforce & co-ordinate with Salesforce SME's on level-3 related issues<br/><br/>- Support the Go-Live activities to deploy the software successfully.<br/><br/>- Attend the CAB meetings to discuss the release with the team and find roadblocks, if any.</p> (ref:hirist.tech)