Responsibilities :

The successful candidate shall provide the following services for the L2 support

- Troubleshooting production issues for the Salesforce Click Application

- Fault identification, diagnosis and troubleshooting

- Resolution of faults confirmed, by Enzen application support lead, to be an L2 issue;

- 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

- Proactive and automated monitoring activities that include continuous health checks of the applications & application logs, and key interfaces.

- Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas;

- 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.

- Correction of any failed Critical interfaces;

- The implementation and testing of data fixes approved by the customer and in conformance with the agreed data fix process

- Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems;

- 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;

- Incident resolution, which includes :

- 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.

- Incident resolution may comprise the provision of :

- A code fix;

- Service or server restart

- User guidance;

- An agreed workaround;

- Updated information for incorporation within service desk scripts, FAQs, etc.;

- Regular update of the incident ticket in accordance with the agreed Service Levels; and/or

- SQL Scripts for data correction.

- 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

- Communicate with release managers on the incident fixes & changes etc

- Raise ticket with Salesforce & co-ordinate with Salesforce SME's on level-3 related issues

- Support the Go-Live activities to deploy the software successfully.

- Attend the CAB meetings to discuss the release with the team and find roadblocks, if any.