L3 - Tech & Digital - LOS Application Support - BACL

Position/Designation
SFDC – Application Support
Grade/Level
Onrole
Location
Akurdi HO
Experience
Minimum 5-7 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector.
Qualification
B.E./ B. Tech /M.C.A./M.C.S / BSC IT
Reporting To
DGM IT
Summary Role Profile/Job Responsibilities
Key Responsibilities:
An SFDC (Salesforce.com) Support role focuses on maintaining, troubleshooting, and enhancing Salesforce applications to ensure smooth business operations. It requires strong technical expertise in Salesforce administration, problem-solving skills, and the ability to collaborate with business teams.
1. IT Service & Support Management
Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.
Monitor application health dashboards and ensure proactive issue prevention and resolution.
Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
Identify recurring issues and drive problem management activities to eliminate root causes.
Ensure alignment to ITIL incident, problem, and change management processes.
Collaborate with InfoSec teams to monitor and close security incidents promptly.
2. Quality Assurance
Define operational KPIs and track adherence to service quality metrics.
Implement continuous improvement programs for application support functions.
Conduct periodic service reviews and initiate corrective/preventive actions when required.
Ensure documentation, knowledge base updates, and service continuity plans are current.
3. Vendor Management
Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
Review vendor performance and drive governance meetings for service improvement.