About MAXVAL :

MAXVAL started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes.

Our focus on these core values led to the tech-enablement of our offerings even before this buzzword became an industry standard.

Over the years, MAXVAL developed many internal applications to increase our quality and efficiency, and customer satisfaction.

As these systems grew and became more sophisticated, we have productized them and offered them to our clients.

Today, MAXVAL serves over 600 clients across the full IP life cycle with the industry's leading products and services.

Our 700 plus employees represent the most IP and tech-savvy individuals in the industry.

At MAXVAL, we do the right things and innovate ceaselessly as a winning team to achieve customer success and employee success.

Job purpose :

An Application Support Manager is responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used within an organization.

Their primary role is to oversee the application support team, manage incidents and problems, and ensure that applications run efficiently to meet business needs.

Role and responsibilities :

- Team Leadership and Management : Lead and manage the application support team, providing direction, mentoring, and performance evaluations. Ensure the team has the necessary skills and resources to perform their tasks effectively.

- Incident and Problem Management : Oversee the resolution of application-related incidents and problems. Ensure timely and effective communication with stakeholders regarding the status and resolution of issues.

- Service Level Management : Ensure that application support services meet the agreed-upon service levels and performance metrics. Monitor and report on service performance, identifying areas for improvement.

- Application Maintenance and Upgrades : Coordinate and manage the maintenance, upgrades, and patches of applications to ensure they remain secure, functional, and up-to-date.

- Stakeholder Communication : Act as the primary point of contact between the application support team and other departments, ensuring clear and effective communication regarding application performance, issues, and enhancements.

- Process Improvement : Identify and implement improvements to application support processes and practices. Ensure that best practices are followed and that the support team continuously improves its efficiency and effectiveness.

- Documentation and Training : Ensure comprehensive documentation of applications, processes, and procedures. Provide or arrange training for users and support staff to enhance their understanding and use of the applications.

- Resource Management : Efficiently allocate and manage resources, including personnel, tools, and technology, to ensure that the application support team can meet its objectives.

- Escalation Management : Develop and manage escalation procedures to ensure that complex or critical issues are addressed promptly and effectively.

Requirements :

- Salesforce Platform Knowledge : Comprehensive understanding of Salesforce capabilities across various clouds (Sales Cloud, Service Cloud, Marketing Cloud, etc.).

- Customization and Configuration : Proficiency in configuring and customizing Salesforce using advanced tools like Process Builder, Workflow Rules, and Lightning App Builder.

- Integration Skills : Experience with Salesforce APIs (SOAP, REST) and integration tools (such as Salesforce Connect, Data Loader, MuleSoft).

- Data Management : Expertise in Salesforce data management, including data migration, data quality, and governance.

- Security and Access Management : Mastery of Salesforce security model, roles, profiles, permission sets, and sharing rules.

- Reporting and Analytics : Ability to create complex reports, dashboards, and analytics.

- Certifications : Salesforce certifications such as Salesforce Certified Administrator (ADM 201), Salesforce Certified Platform Developer (PD1), or relevant specialized certifications.

Experience :

- 5+ years of experience in application support, IT operations, or related fields.

- Proven experience in managing and leading a team of application support specialists.

- Experience with Salesforce or similar CRM/ERP systems is highly desirable.

- Previous experience in a supervisory or managerial role is required.

Shift Details :

- Rotational shifts : 11 : 30 AM - 8 : 30 PM IST, 8 : 30 PM - 5 : 30 AM IST, 3 : 00 PM - 12 : 00 AM IST.

Locations : Bengaluru, Coimbatore.