Production Engineer

Role/ Job Title:
Production Engineer

Business:
New Age

Function/ Department:
Information Technology

Place of Work: Mumbai/Pan India

Job Purpose:
'The role entails the responsibility of providing production support to bank's software applications. It includes administering and resolving day to day production applications issues, providing updates and perform root cause analysis.

Roles & Responsibilities:
Perform all tests on production applications.

Design production support procedures, policies and documentation.

Prepare recovery procedures for all applications and provide upgrade to same.

Identify and resolve technical issues.

Establish the root causes of production errors, and escalate serious concerns.

Coordinate with IT groups and external vendors and ensure effective production application services to ensure reliability.

Manage code migration across environments to ensure continued and synchronized functionality.

Gather information independently, carry out necessary research and provide an in-depth analysis to resolve production issues.

Supervise all alerts related to production application and system procedures and provide services proactively.

Prepare and coordinate communications to senior management.

Deliver regular and customized training to teams within the business.

Develop test scripts for new/changed production application capabilities.

Capture and share best- practice knowledge amongst the team.

Stay abreast with global market trends and competitor strategies in key markets.

Leverage in-house synergies through collaboration with internal stakeholders.

In Addtiion

Provides production user support for the Salesforce system in Admin Role

Experienced and has strong familiarity with Lightening, Reports, Workflows and Security.

Experience with integration between various systems, platforms and data migration (Data loader and Workbench).

Tracks and responds to inquiries, problems and request for information.

Track, monitor and resolve production tickets on timely manner within SLA.

Identifies problem causes and provides resolution or escalation.

Salesforce admin responsibilities such as data migration or manipulation.

Knowledge of APEX and SOQL although advance coding skills not required.

Ability to read, analyze logs and pinpoint the issue.

Raise Case with Salesforce in case of issues with Salesforce.

Key Success Metrics:
Deliver & effectively track all the deliverables
Track improvements
Track L2, L3 escalations to closure
Educational Qualifications:
Bachelor’s degree in computer science, B.tech or above

Experience:
Minimum 2 – 3 years of experience in production support of Salesforce Admin Role.

Hands on experience with SOQL, Reports, Workbench and Data loader.

Very good understanding of Salesforce security.

Experience in ticketing system such as Service Now or any other system.