Salesforce Support Lead

Michael Page; Mandaluyong; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Permanent position

Exposure to cutting-edge Salesforce projects

Supportive company culture

Job summary

A large organization in the Technology industry located in Mandaluyong is seeking a Team Leader for their L2 support team. This role involves managing a team, ensuring timely incident resolution, and collaborating with cross-functional teams. Ideal candidates will have over 5 years of experience with Salesforce, strong leadership skills, and a relevant degree. This permanent position offers a supportive company culture and exposure to innovative Salesforce projects.

Qualifications

• Minimum 5 years of hands-on experience with Salesforce Sales Cloud and Service Cloud.
• At least 2 years of experience leading a small L2 support team.
• Knowledge of ITIL processes is an advantage.

Responsibilities

• Lead and manage a 7-member L2 support team.
• Ensure timely resolution of incidents and service requests.
• Collaborate with other technical teams to ensure seamless service delivery.

Skills

Salesforce Sales Cloud

Salesforce Service Cloud

Stakeholder management

Team leadership

Communication

Education

Bachelor's degree in IT, Computer Science, or related field

Tools

Salesforce Marketing Cloud

Heroku

AWS

Job description

About Our Client

This opportunity is with a large organization within the Technology industry. The company is known for its focus on innovative solutions and cutting-edge projects, providing a stable and professional environment for its employees.

Job Description

Key Responsibilities:

1. Team Leadership & Supervision
   • Lead and manage a 7-member L2 support team.
   • Dispatch workload effectively and ensure team productivity.
   • Monitor performance and implement development plans to address skill gaps.
2. Service Delivery & SLA Management
   • Ensure timely resolution of incidents and service requests in line with SLAs.
   • Track production issues and coordinate resolution efforts, including workarounds and permanent fixes.
3. Stakeholder & Cross-Team Coordination
   • Act as the SPOC for all stakeholder communications.
   • Collaborate with other technical teams to ensure seamless service delivery.
4. Knowledge & Capability Building
   • Evaluate team readiness and implement training plans to enhance incident management and service request fulfillment capabilities.
5. Compliance & Onsite Presence
   • Report onsite and ensure team adherence to company and client policies.
6. Subject Matter Expertise
   • Serve as the default functional and technical SME for the team, especially in Salesforce Sales Cloud and Service Cloud.
7. Continuous Improvement
   • Participate in and drive continuous improvement initiatives.
   • Ensure timely delivery of management-assigned tasks.

The Successful Applicant

• Minimum 5 years of hands-on experience with Salesforce Sales Cloud and Service Cloud.
• At least 2 years of experience leading a small L2 support team (around 7 members).
• Experience with Salesforce Marketing Cloud is an advantage.
• Familiarity with Heroku and AWS is a plus.
• Knowledge of ITIL processes is an advantage.
• Strong communication, coordination, and stakeholder management skills.
• Bachelor's degree in IT, Computer Science, or a related field.
• Willing to work onsite full-time.

What\'s on Offer

• Permanent position within the Technology industry.
• Opportunity to work in Mandaluyong with a reputable organization.
• Exposure to cutting-edge Salesforce projects.
• Supportive and professional company culture.