L3 - Tech & Digital - LOS Application Support - BACL

bajajauto; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Bajaj Auto seeks an experienced Salesforce Support professional to maintain and enhance Salesforce applications across enterprise systems.

The role emphasizes ITIL-aligned incident, problem, and change management, with collaboration across business teams and vendors to ensure service continuity and security.

Qualifications

• Minimum 5-7 years of experience in program or operations management in Banking/NBFC sectors.
• Strong Salesforce administration, troubleshooting, and enhancement skills.
• Experience with ITIL processes and service-management practices.

Responsibilities

• Lead day-to-day operations for all enterprise applications to ensure stability and performance.
• Monitor health dashboards, prevent incidents, and ensure SLA/TAT adherence.
• Manage incident and service request lifecycles end-to-end.
• Drive problem management, identify root causes, and implement fixes.
• Coordinate with vendors and MSPs for escalations and SLA compliance.
• Oversee change management processes and security/compliance activities.

Skills

Salesforce administration

Program Management

Operations Management

Stakeholder management

ITIL processes

Vendor management

Incident/Problem/Change mgmt

SQL/Database troubleshooting

API monitoring

Cross-functional collaboration

Tools

ServiceNow

Jira

Salesforce (SFDC)

Job description

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L3 - Tech & Digital - LOS Application Support - BACL

Minimum 5-7 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector.

Qualification

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.
• 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.
• 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.
• Strong knowledge of Salesforce architecture, data models, and SOQL.