Package Specialist-Salesforce Technical Operations

As a Package Specialist for Salesforce Technical Operations, you will provide application support and manage the incident lifecycle to ensure continued and synchronized functionality. You will operate in a shift model to provide 24x7 application support coverage and implement platform upgrades and regression testing.

Your primary responsibilities will include:

• Manage Incident Lifecycle: Own the incident lifecycle from initiation to closure, ensuring timely resolution and satisfaction of the originator. This includes documenting incident reports, performing root cause analysis, and implementing corrective actions.
• Application Monitoring: Perform application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.
• Code Migration: Manage code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.
• User Administration: Perform user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.
• Performance Metrics: Prepare and collate metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.