Service Cloud Support Lead

Job Description

Description

Infoblox is seeking a Service Cloud Support Lead (SFDC) to join our IT team in Bangalore. This position will manage a team of analysts and developers responsible for our corporate application development and support operations. This role will oversee daily activities of a team focused on our Lead to Order and Issue to Resolution systems centered on Salesforce Sales Cloud and Service Cloud. They will also manage several local vendor relationships. The Service Cloud Support Lead will report to the Director, IT in Bangalore.

Infoblox IT is developing several major corporate systems to support our move to the cloud. Applications like Workday, Salesforce, Oracle Fusion, and Marketo are being actively integrated into our new business processes. This lead will play a key role in our support team s presence in Bangalore and will plan, develop, coordinate, supervise global operations efforts from Bangalore. The lead will assist IT management in the development of long and short - term initiatives including process improvements, development projects and addressing security issues. They will be responsible for coaching staff on skills improvement and effective completion of tasks and projects. They will work with business stakeholders, understand business process gaps, identify issues and assess their impact, and proactively recommend solutions. They will collect and analyze metrics, provide reports regularly to management, and routinely assess the efficiency, effectiveness, and technical proficiency of the support team.

Responsibilities:

• Establish workflows, practices, and standards to ensure that ongoing support is provided to day to day Infoblox business operations
• Provide staff guidance in analyzing and resolving complex / escalated operational issues/problems
• Track and monitor daily workload to ensure business and operations expectations are met
• Evaluate existing applications to determine technical changes, schedules projects, resources, and monitors timely deliveries
• Manage subordinate staff in the day - to - day performance of their jobs
• Ensure that department milestones/goals are met and adhering to approved budgets
• Develop and provide extensive knowledge of department processes
• Contribute to improving support processes, and need to be able to think quickly and adapt in a flexible work environment

Requirements:

• 8 years of experience with 5 years of experience in Salesforce development and implementations Skills with good command on Apex, controllers and extensions, triggers, batch processes, and APIs
• Masters at least one application area or platform (SFDC Service Cloud) and the integration aspects with other platforms, including a solid understanding of architecture
• End - to - End functional awareness of Sales Cloud and Service Cloud
• Knowledge of development/coding standards and best practices in VF/Apex and governor limits
• Basic knowledge of Marketing Cloud, Lightning Framework and Lightning Design System is preferred
• Experience in Process Automation, Security configuration, Data Model creation, Reports, and Dashboards creation, Communities and Force.com Sites, Single Sign - On
• Thorough understanding of the Life Cycle of Development including Salesforce Deployment/Packaging effectively using Metadata API, ChangeSet and Ant
• Expertise in using REST APIs, SOAP Web services, S - controls, SOQL, SOSL
• Ability to guide a medium - sized team of support team members
• Customer orientation and customer - facing skills
• 1 to 3 years supervisory experience may be required
• Agile and Waterfall methodology experience
• Self - starter, highly motivated, ability to handle competing priority with excellent communication skills

Education:

• BA or BS in Computer Science, IT Management or related Engineering field

Keyskills :
unix customersupport sales accounts advertising lifecycle webservices newbusiness itmanagement oraclefusion computerscience businessprocess globaloperations processautomation businessoperations communicationskills developmentprojects tech