Job Description :

We are seeking an experienced L3 Support Engineer to provide BAU support for Portfolio Services applications built on the Salesforce platform.

The candidate will act as a bridge between business stakeholders and technical teams, ensuring smooth operations, issue resolution, and continuous improvement of business processes.

The ideal candidate should possess strong communication skills, a good understanding of business processes, and hands-on Salesforce expertise to analyze, troubleshoot, and implement effective solutions.

Key Responsibilities :

Production Support & Incident Management :

- Provide L3 production support for Portfolio Services applications and Salesforce solutions.

- Analyze, troubleshoot, and resolve complex production issues within SLA timelines.

- Perform root cause analysis and implement preventive measures.

- Coordinate with cross-functional teams during incident resolution and deployments.

- Monitor application performance and proactively identify potential risks.

Business Engagement :

- Act as the primary point of contact for business users regarding application issues and enhancements.

- Communicate effectively with stakeholders to understand business requirements and challenges.

- Translate business needs into technical solutions within the Salesforce ecosystem.

- Facilitate discussions between business teams, developers, and support teams.

Salesforce Solutioning :

- Understand existing Salesforce configurations, customizations, and integrations.

- Evaluate business requirements and recommend appropriate Salesforce-based solutions.

- Support configuration changes, data fixes, and minor enhancements.

- Collaborate with development teams on solution design and implementation.

- Ensure solutions align with business objectives and platform best practices.

Change & Release Management :

- Support release deployment activities and post-deployment validations.

- Assess impact of changes on existing business processes.

- Maintain support documentation, knowledge articles, and operational procedures.

Continuous Improvement:

- Identify opportunities for process optimization and automation.

- Drive improvements to application stability, performance, and user experience.

- Participate in problem management and service improvement initiatives.

Technical Skills :

Required Skills :

- Strong understanding of Salesforce platform capabilities: Sales Cloud, Service Cloud, Lightning Experience, Reports & Dashboards, Flows and Process Automation.

- Experience in Salesforce support, administration, or implementation.

- Knowledge of Salesforce data model, security model, and integrations.

- Experience in troubleshooting production issues and defect management.

- Familiarity with Agile and ITIL support processes.

Business & Functional Skills :

- Ability to understand business processes and convert requirements into Salesforce solutions.

- Strong analytical and problem-solving skills.

- Experience working directly with business users and stakeholders.

- Ability to perform impact analysis and provide solution recommendations.

Communication Skills :

- Excellent verbal and written communication skills.

- Ability to communicate effectively with technical and non-technical stakeholders.

- Strong stakeholder management and customer-service orientation.

- Ability to lead discussions, provide status updates, and drive issue resolution.

Preferred Qualifications :

- Salesforce Administrator Certification.

- Salesforce Advanced Administrator or Platform App Builder Certification.

- Experience in Financial Services, Portfolio Management, or related domains.

- Experience supporting enterprise applications in a global environment.

- Hands-on experience supporting MuleSoft APIs, integrations, and middleware solutions.

- Knowledge of AWS Services: Amazon S3, IAM Roles & Permissions, File Processing and Storage Solutions.

Experience :

- 5+ years of application support experience.

- 3+ years of Salesforce support/implementation experience.

- Proven experience working in L3 support and business-facing roles.

Success Criteria:

- Timely resolution of production incidents.

- High business user satisfaction.

- Effective communication with stakeholders.

- Reduced recurring issues through root cause elimination.

- Successful implementation of Salesforce-based business solutions.