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1. Operations management
2. Java
3. Salesforce

• Stakeholder management
• Monthly reporting

Detailed Job Description:

• B2B Operations team comprised of highly skilled technical engineers who have a passion for making customers successful. Our Success Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more

Your Impact - Responsibilities: In your role as a B2B Operations Lead, you are the first point of contact for customers experiencing technical challenges. Job responsibilities include but are not limited to:

• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Interact with project teams for new products development giving insights from technical issues of previous products
• Assist in support hours of operation and off hour production emergencies.
• Ability to adapt to high paced, high volume environment with shifting priorities. Multitasking and performing effectively under pressure through strong time management skills
• Display strong collaboration skills, including the ability to mentor and be mentored
• Troubleshooting User management requests by customer on Salesforce platform, with Salesforce Service Cloud basic understand (case creation, case transfer, API integration with 3rd party systems)

Minimum Qualifications:

• Bachelors degree in Computer Science or a related field, or 6+ years of experience in a technical support role (web operations).
• Strong working knowledge of web application development in Java
• Experience with reading/writing HTML, APEX, JavaScript and CSS
• Prior experience developing\debugging APIs or REST services
• Experience with public cloud technologies such as AWS, Azure, or GCP etc .
• Experience with CI/CD tools
• Basic understanding of Salesforce architecture incl. concepts of User management, integrations with 3rd party systems Salesforce Service cloud concepts
• Working knowledge of container technologies such as Docker and Kubernetes
• Ability to read and interpret application server thread dumps and other log files
• Experience with Scrum in an Agile Development environment
• Experience with Database concepts, Data management (RDBMS), and PostgreSQL
• Good understanding of Monitoring Alerting Tools like Instana, Grafana, Kibana, OpsGenie, Runscope, Splunk
• Experience in Dev Ops Setup and aware of the monitoring of applications hosted in AWS Infrastructure
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
• Good stakeholder management skills
• B2B Domain experience is good to have

Minimum years of experience: 6

Certifications Needed: No

Top 3 responsibilities you would expect the Subcon to shoulder and execute:

1. Customer satisfaction ensuring all tickets are handled with quality
2. SLA Management
3. Stakeholder management

Interview Process (Is face to face required?) No

Does this position require Visa independent candidates only? No