Bajaj Auto—L3 - Tech & Digital - LOS Application Support - BACL

Job description

Description: 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. - Oversee contract renewals, support agreements, and escalations for major incidents. - Ensure vendors adhere to security, compliance, and audit requirements. Skill Sets Required - Program Management: - Ability to manage multiple applications, projects, and support initiatives simultaneously. - Strong planning, prioritization, and stakeholder management skills. - Quality Assurance: - Proven experience in defining and tracking service quality metrics. - Ability to identify service gaps and drive process enhancements. - IT Service & Support: - Deep understanding of ITIL processes for Incident, Problem, and Change Management. - Familiar with application monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and performance reporting. - Experience handling security, patch management, and compliance initiatives. - Leadership & Collaboration: - Capability to lead cross‑functional support teams and coordinate with internal/external stakeholders. - Mentoring and motivating support engineers or vendors towards service excellence. - Communication Skills: - Excellent written and verbal communication skills for reporting, escalation, and stakeholder updates. - Ability to explain technical issues to non‑technical users and business leaders. - Additional Technical Skills: - Knowledge of SQL/Database troubleshooting basics, API monitoring, and application log analysis. - Familiarity with cloud‑based applications (AWS/Azure), basic networking, and integration frameworks. - Exposure to InfoSec audit processes and vulnerability management practices. Certifications (Preferred) - 3+ years of Salesforce experience in administration/support. - Salesforce Administrator Certification preferred. - Strong knowledge of Salesforce architecture, data models, and SOQL. - Skills in Apex, Visualforce, JavaScript, HTML/CSS, and data migration tools.