TECHNICAL LEAD - Salesforce

Position: Enterprise Application Engineer ? ServiceMax / Zoho CRM / SiteMark / ZietView
Experience: 5?10+ years
Engagement: Enterprise Application Production Support
Applications: ServiceMax, Zoho CRM, SiteMark, ZietView

We are looking for an experienced Enterprise Application  Engineer with hands-on experience supporting CRM, Field Service Management, and enterprise business applications such as ServiceMax, Zoho CRM, SiteMark, and ZietView.

The resource will be responsible for providing production support, troubleshooting application and integration issues, resolving complex incidents, performing root-cause analysis, supporting application configurations and workflows, and coordinating with business, infrastructure, integration, and development teams.

The candidate should have strong experience working in an enterprise production support environment with defined SLAs, ITIL processes, L1/L2/L3 support models, and multiple upstream/downstream application dependencies.

• 5?10+ years of experience in enterprise application production support.
• Hands-on experience with one or more of ServiceMax, Zoho CRM, SiteMark, and ZietView.
• Strong understanding of CRM and/or Field Service Management processes.
• Experience with L2/L3 production support.
• Strong incident, problem, and change management experience.
• Experience handling P1/P2 incidents.
• Strong troubleshooting and analytical skills.
• Experience working with APIs and enterprise application integrations.
• Good understanding of data flows between applications.
• Experience with ServiceNow, Jira, Azure DevOps, or equivalent ticketing platforms.
• Strong communication and stakeholder management skills.