Hi This is *Abdul Raheem* from *Exatech Inc*. I have an immediate position mentioned below. Please review and let me know your interest.
*Please share resumes to rah...@exatechinc.com <rah...@exatechinc.com>* *Title: Salesforce Lead / Manager* Location: Remote (Must have in PST hours) Duration: Long Term Interview: Video *Role Overview* This position requires an individual with strong IT Operations knowledge, technical prowess and impressive business-facing skills. Experience in achieving operational excellence thru global delivery model, data insights & automation. Ideal candidates should be able to read, understand, troubleshoot and coordinate operational issues and fixes to our Trailhead Academy Learning Echo system.. The Support Manager will investigate and help resolve complex issues, engaging with multiple cross-functional Engineering, and developing solutions/workarounds where needed. In this role, you will work closely with business users, engineering teams, operations teams and vendor teams to support existing and new business processes and systems functionality by analyzing problems, providing RCA, resolving issues, and long-term support planning. Role interacts with internal users and supports applications used by end ciustomers *RESPONSIBILITIES* · Be the primary contact for application support/incidents in Pacific time. Quickly respond and maintain SLAs · Responsible for monthly/quarterly service metrics, reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events · Responsible for debugging, troubleshooting and ensuring issues are fully resolved · Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise · Quickly develop and maintain technical and domain expertise in assigned areas of product functionality. · Take ownership of issues that may arise and see through it until completion. · Effectively communicate with development, leadership, and business users throughout the support process. · Demonstrate ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards · Coordinating interfaces between incident management & cross functional engineering teams · Collaborate with the Applications team to support changes and enhancements in Salesforce · Report promptly to management and business partners regarding critical outages until resolution · Provide regular status reports to management on application status and other metrics · Establishes a culture of doing detailed RCAs to get to the bottom of every issue. Takes actions to prevent issues from recurring · Maintains knowledge bases for issue management *Required EXPERIENCE and SKILLS* · Bachelor's degree required in Computer Science, Software Engineering, or Equivalent Experience · Overall 8+ years of relevant hands on experience in IT Operations · Functional and Technical knowledge of any Learning Management System is strongly preferred · Salesforce product suite knowledge is a plus · Problem Solver with technical capability and troubleshooting skills · Experience supporting Salesforce integrations with external systems and ETL tools. · Ability to work under pressure, highly adaptable, and well organized · Excellent verbal and written communication skills demonstrated by an ability to work well virtually with both on shore, nearshore and off shore teams · Highly organized with the ability to establish and manage priorities in a complex and fast-paced support environment · Experience working in technical support roles and understanding of typical SLAs, issue prioritization processes. · Very good experience in conducting Impact Analysis of issues and preparing RCA s · Solid team management skills and should be ready to work in PST time zone Thanks and Regards *Abdul Raheem* *Phone: *(202) 301-7873 *Email:* rah...@exatechinc.com Skype & Hangout: mdabdulrahee...@gmail.com *4555 Lake Forest Drive, Suite 650 **| **Cincinnati, OH 45242 * An E-Verified Company USA-Canada-INDIA -- Are you =EXP(E:RT) or =NOT(EXP(E:RT)) in Excel? 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