Job Description

:

Experience : 5+ Years

Location: Dubai, UAE

Candidates must be in Dubai

Functional Responsibilities:

- Incident Management: Respond promptly to urgent requests and incidents affecting live Salesforce assets, ensuring minimal downtime and disruption.

- Priority Setting: Support the prioritization and manage a backlog of support requests and live issues, balancing short-term fixes with long-term improvements.

- Stakeholder Communication: Communicate effectively with stakeholders regarding the status and resolution of urgent issues.

- Root Cause Analysis: Conduct thorough root cause analysis for incidents and implement preventive measures.

- Documentation: Maintain detailed records of incidents, resolutions, and processes for future reference.

Technical Responsibilities:

- Technical Oversight: Navigate technical subjects with support and development teams to resolve live issues on an urgent basis.

- System Monitoring: Use monitoring tools to proactively identify and address potential issues before escalation.

- Security Compliance: Ensure live assets comply with security standards and best practices.

Process Management:

- Agile Response: Respond to incidents in an agile and timely manner.

- Documentation: Ensure comprehensive documentation of incidents, solutions, and support procedures.

- Continuous Improvement: Support processes that enhance the stability and performance of live assets.

- Feedback Loop: Work closely with development teams to incorporate lessons learned into the product lifecycle.

Learning & Development:

- Skill Enhancement: Participate in training programs to stay up-to-date with the latest tools and techniques

.- Knowledge Sharing: Foster a culture of knowledge sharing within the support and product teams.

- Mentorship: Provide mentorship to junior team members and support staff.

Key Qualifications

- Education: Bachelor's degree in Computer Science, Software Engineering, or related field. Product management or ITIL certification is a plus.

- Experience: 3-5 years of experience in product management or support roles, focusing on live digital assets.

- Technical Skills:

• Experience with Salesforce products (Sales & Service Cloud, Marketing Cloud, Data Cloud).

•Strong software engineering background and hands-on experience managing live digital assets.

• Proficiency in agile methodologies (e.g., Scrum, Kanban) and tools like Jira.

•Experience in incident management and resolution processes.

Core Competencies

- Excellent communication skills to manage stakeholder expectations and incident resolution.

- Strong problem-solving skills for diagnosing and resolving live issues quickly.

- Commitment to high service levels with a customer impact focus.

If you are an experienced support product owner with expertise in Salesforce and live digital assets management, Kindly share your resume to fathima.t@triacitsolutions.com or athira.vinod@triacitsolutions.com

Job Type: Full-time