Responsibilities

 •  Provide second and third level troubleshooting and root cause analysis of    production related incidents in accordance to the Service Level Agreements

 •   Provide workarounds for incidents that cannot be immediately resolved so     that users can continue with their business as usual

 •    Provide permanent fixes to defects that are identified in the application 

•  Provide the analysis and resolution of critical application related incidents 
•  Provide root cause analysis and resolution of production related incidents 
•  Provide workarounds for incidents that cannot be immediately resolved so that users can continue with their business as usual  
•  Work with third party vendors to resolve and/or implement patches for the resolution of defects related to third party software 
•  Participate in Production Operations Support including Application Monitoring, Maintenance and Restoration activities
•  Perform impact assessment for Change Requests 
•  Deliver and update relevant documentations 
•  Frequently update the “Frequently Asked Questions” (FAQ) documentation (to be shared with client’s L1 Service Desk) 
•  Contribute suggestions and ideas for continuous improvements of the system based on insights gained on problems encountered. 
•  Assist and contribute to management reportin

Requirements 

•  Has experience in Salesforce CPQ 
•  Bachelor’s Degree in any discipline (Science, Engineering, Computer Science,  Information Systems, Mathematics, etc.)
•  Possess knowledge of Java and various other programming languages 
•  Has experience in Salesforce CPQ, and at least one (1) full SDLC   implementation 
•  Possess knowledge of Salesforce.com CRM, Apex, Visualforce, APIs, Sales Cloud and Lightning experience a plus.  
•  Has hands-on experience on Salesforce Administrator and Java Scripting. 
•  Has competency in Salesforce Workflow, Process builder, Email, Custom Object, Field Creations, CPQ, Product Modelling, Data Orchestration 
•  Possess a deep understanding of multiple environments, patterns and languages, especially XML, HTML, SQL, JavaScript, JSON, and CSS. 
•  Familiar with a variety of development tooling, including Force.com IDE, SOQL, JIRA and others 
• Good communication skills (written and oral)