Salesforce Incident Management (TT30SI RM 4413)

Position: Salesforce Incident Management (TT30SI RM 4413)

The Role
We are looking for a motivated Incident Management Specialist with strong experience in application support across L1 and L2 levels. The role focuses on managing incidents, performing initial triage, troubleshooting application issues, coordinating with resolver teams, and ensuring timely service restoration for business-critical applications.
The ideal candidate should have a good understanding of incident management processes, service desk operations, application monitoring, SLA adherence, and stakeholder communication in a 24×7 support environment.

Key Responsibilities

• Perform incident triage, impact assessment, categorization, prioritization, and assignment based on defined support processes.
• Provide L1 and L2 application support for enterprise and internally developed applications.
• Investigate, troubleshoot, and resolve application incidents, service requests, and recurring issues.
• Analyze logs, application behavior, user-reported issues, integrations, and data flows to identify possible causes of service disruption.
• Monitor application health and proactively identify risks, alerts, or service degradation.
• Coordinate with development teams, infrastructure teams, vendors, and business stakeholders to ensure timely resolution.
• Communicate incident status, progress, workarounds, and resolution updates clearly to stakeholders.
• Support root cause analysis and contribute to corrective and preventive actions.
• Maintain knowledge articles, troubleshooting guides, incident records, and support documentation.

Operational Support
Participate in a 24×7 support model, including shift rotations, on-call support, weekends, and Major incident handling.
Ensure incidents are handled according to SLA, priority, escalation, and communication guidelines.
Support major incident coordination, service restoration, and business continuity for critical applications.
Track incidents to closure, follow up with resolver groups, and help identify opportunities to reduce repeat incidents.

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
• 3+ years of experience in application support, service desk operations, incident management, or IT operations.
• Hands-on experience in L1 and L2 support activities, including incident triage, troubleshooting, escalation, and service restoration.
• Good understanding of ITIL-based incident, problems, change, and service request processes.
• Experience working with ticketing tools such as ServiceNow, Jira, Azure DevOps, or similar platforms.
• Ability to work with logs, monitoring alerts, basic application flows, and user-reported issues.
• Experience collaborating with global teams, business users, and technical resolver groups across time zones.

Additional Requirements

• Analytical thinking and problem-solving capabilities.
• Clear communication and documentation best practices.
• Strong teamwork and collaboration abilities.
• Excellent verbal and written communication skills with ability to explain complex technical concepts.
• Adaptability in multicultural, globally distributed team environments.
• Flexibility to work in rotating shifts to support 24×7.

What We’re Looking For

• Embodies Our Values
  o Customer-Obsessed: Every decision centers on customer impact.
  o Team-First: Values collective success and knowledge sharing.
  o Trust & Integrity: Transparent and builds lasting professional relationships.
  o Innovation Mindset: Technology-driven, quality-oriented, and continuous learning.
• Global Communication Leader
  o Culturally competent, navigating differences respectfully.
  o Influential communicator capable of driving consensus and decisions.
  o Adaptable and resilient in fast-paced, evolving environments.
  o Career Growth: Access to global opportunities and comprehensive professional development.
  o Innovation Culture: Work with cutting-edge technology and industry best practices.
  o Work-Life Balance: Flexible working arrangements and comprehensive benefits.
  o Diversity & Inclusion: Be part of a globally diverse and inclusive team.

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