Reports To

Role Purpose

Key Accountability

• Manage the daily operation of the any salesforce requirement to meet MAB business demands. Provide feedback, direction and advice on technical solutions to management related to MAG Salesforce support.
• Able to work and coordinate with other operational teams and maintain open communications with business user management to keep them apprised of operational situations that impact or may impact their respective areas.
• Provides scoping, consultation and industry-standard solutions to business users in regards of the operation of the MAG Salesforce solution. Manage the business users requirement in Change Requests (CR) activities of the MAB Salesforce solution.
• Create and maintain documentation for MAG Salesforce activities according to MAG IT standards and operating procedures.
• Maintain continuous and uninterrupted operation of the MAB Salesforce at any point of time. Manage continuous improvement activities, contract administration and project implementation (installation & configuration) within targeted response time.

Qualification & Experience

• Degree in Computer Sciences, Information Technology or related field with 6-7 Experience in project handling and operations of the salesforce operation or related fields

Skills & Knowledge

• Advance knowledge of Salesforce operational support and maintenance.
• Possessed related IT technical skills such as system troubleshooting, technology terms understanding and SLAs compliance.
• Good at multitasking, possessed analytical, problem solving, negotiating and good oral and written communication.
• Possessed strong positive and can-do attitude.

Key Challenges

• Real-time Monitoring and Reporting
• Capacity Planning and Management
• Uptime and Performance Maintenance
• Business User Management