Job Title: Manager Application Support
Salary: Rs 6.3 Lakhs to 35.0 Lakhs
Location: Hyderabad, Telangana
Company: Salesforce
Qualifications: Bachelor’s degree
Experience: 8+ years
ABOUT SALESFORCE
Salesforce is a leading global cloud computing company recognized for its patron courting control (CRM) platform. Founded in 1999 by Marc Benioff, Salesforce revolutionized how agencies interact with their clients by offering a comprehensive suite of cloud-based equipment designed to streamline income, advertising, and customer support operations. Their platform provides solutions for patron engagement, facts control, and analytics, helping corporations of all sizes beautify their operations and force boom.
Salesforce’s surroundings consist of a huge range of applications and integrations, supported by a strong community of builders and companions. The organization’s commitment to innovation and social duty has placed it as a leader in the tech industry, serving tens of millions of customers worldwide and riding improvements in cloud generation.
Job Overview
The Manager Application Support oversees the technical assistance and maintenance of software programs inside a business enterprise. This function includes main a group of guide professionals, ensuring well-time decisions on software problems, and coordinating with different IT departments to manipulate updates and enhancements. The supervisor is answerable for implementing help strategies, monitoring overall performance metrics, and ensuring adherence to provider-level agreements (SLAs). Additionally, they deal with complicated troubleshooting, control escalations, and pressure initiatives for enhancing utility performance and user satisfaction. Effective communication and management talents are critical for fulfillment in this position.
Responsibilities For a Manager Application Support:
- Team Leadership: Lead and mentor a team of application help experts, presenting steerage, education, and overall performance reviews to make certain great support and improvement.
- Issue Resolution: Oversee the resolution of complex software problems, such as identifying root reasons, implementing fixes, and coordinating with development teams for lengthy-time-period solutions.
- Support Management: Manage and prioritize help requests, making sure timely and effective decisions are consistent with provider-level agreements (SLAs). Develop and implement support strategies to decorate provider transport.
- System Monitoring: Continuously display the application’s overall performance and fitness, using diagnostic equipment and metrics to proactively identify and address potential troubles before they impact customers.
- Process Improvement: Evaluate modern-day aid processes and techniques, recommending and implementing enhancements to increase performance, lessen downtime, and enhance personal pleasure. (Manager Application Support)
- Cross-functional coordination: Collaborate with other IT groups, which include development, infrastructure, and security, to ensure seamless integration and operation of programs inside the broader IT atmosphere.
- Documentation: Ensure comprehensive documentation of assist processes, recognized problems, and resolutions. Maintain up-to-date knowledge base articles and troubleshooting publications for customers and support team of workers.
- User Support: Act as a point of escalation for important user issues, presenting advanced assistance and steerage to resolve complex troubles and ensuring a high level of customer pride.
- Project Involvement: Participate in software improvements, migrations, and new implementations via offering entry on guide necessities, trying out, and consumer education.
- Compliance and Security: Ensure that each one helps activities adhere to organizational guidelines, and regulatory requirements, and protect high-quality practices to shield touchy records and keep compliance.
Qualifications For a Manager Application Support:
- Education: Bachelor’s diploma in Computer Science, Information Technology, or a related field. Advanced certifications or a Master’s degree is a plus.
- Experience: Several years of experience in utility support, including a tested song document for managing aid teams and resolving complicated utility problems.
- Technical Skills: Strong understanding of utility support gear, diagnostic techniques, and common programming languages. Familiarity with ITIL or different IT provider control frameworks is wonderful.
- Leadership Abilities: Demonstrated leadership abilities with the revel in crew management, training, and overall performance assessment.
- Problem-Solving: Excellent analytical and hassle-fixing capabilities, with a robust ability for troubleshooting and diagnosing utility troubles.
- Communication: Exceptional verbal and written verbal exchange competencies, with the capability to engage correctly with technical teams and non-technical stakeholders. (Manager Application Support)
- Project Management: Experience managing projects, which include software upgrades and implementations, with a focus on meeting closing dates and managing sources correctly.
- Customer Service: Strong customer support orientation, with a focus on delivering first-rate support and retaining positive user relationships.
- Adaptability: Ability to evolve to converting technologies and evolving commercial enterprise requirements, staying modern-day with industry trends and nice practices.
- Attention to Detail: High stage of attention to detail, making sure thoroughness in support sports, documentation, and process upgrades.
