Salesforce Technical Lead (Managed Services)

  • Job Reference: 00000034-1
  • Date Posted: 29 December 2018
  • Recruiter: makepositive careers
  • Location: Gurgaon
  • Salary: On Application
  • Sector: Architects, Developers, Consultants
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Sonia Middha
  • Email: sonia.middha@makepositive.com

Job Description

ROLE PURPOSE

The Managed Service department provides retained professional services to an increasing number of clients, including some names you’ll have heard of. We are growing fast, but we’re keen to grow in the right way, with the right people. You should expect to use your skills in configuration and code, following Salesforce best practices and our Technical Ways of Working, but also you should be committed to helping your clients receive as much return on their Salesforce investment as they can, leveraging Salesforce Premier and Admin Services where possible/appropriate and helping others in the team to do this.  

As the Tech Lead, you’ll be expected to mentor and support others, as well as being the main point of escalation for technical queries and client escalations. You’ll be commercially aware, proactive, believe in acting with integrity and enjoy problem solving. You’ll be responsible for the technical development and happiness of our growing team, and be responsible for the overall excellence of the team. You’ll also be able to help create clearly structured and measurable annual objectives, realistic training plans, monitor attendance and ensure personal welfare. You need to work with the management team to suggest and make any strategic changes wherever applicable to strengthen the team and to make sure that we fulfil our goal of becoming the best Salesforce partner in the ecosystem, for our clients and for our consultants. Leading by example, you’ll be the safe pair of hands who owns the technical delivery of the most complex pieces of work, delegates tasks as appropriate but ensures a seamless experience for our clients, executing your own tasks faultlessly and fulfilling all of our administrative and documentation requirements. You’ll be the type of person who steps forward when there is a problem and steps back when there is praise.

We offer a competitive salary, shift allowance, training budget and a brilliant working environment.  Our office is a happy place, and we’re all really close. Your line manager will work with you to define a path of progression for you and your career, and work with you to help you to get to where you want to go.

KEY RESPONSIBILITIES/ ACCOUNTABILITIES

You’ll be able to:

  • Build a formidable reputation for Technical Excellence among your team and our clients
  • Be able to communicate clearly, effectively (and often diplomatically) with everyone from Freshers to C-Level colleagues and clients, both in written and spoken English
  • Manage tricky/complex work items effectively and efficiently, recognising opportunities to develop yourself/our team or realise additional value for our clients
  • Oversee the rota, ensuring appropriate coverage during operational hours, particularly SLA hours
  • Oversee the shift allowance and attendance/performance
  • Manage and organize daily calls/meetings with Team Leads and weekly call with the team, including department Heads, making sure everyone has a voice and the confidence to communicate
  • Manage/escalate issues as appropriate
  • Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the workload evenly across all team members with assistance from the Heads of India and Managed Services
  • Motivating, coaching and developing the team to deliver a first-class service
  • Encourage team input into procedures and practices – assisting them in developing their ideas
  • Recognise opportunities for improvements to procedures by proactively offering ideas and solutions
  • Ensure key SLAs are met and ensure progress updates are provided as required where service issues are identified
  • Make yourself available to your team when they need you
  • Champion your team at every opportunity both internally and externally
  • Be interested in the success and well-being of each member of your team
  • Own the annual review process for your team: setting timely annual objectives, training plans, regular reviews and attending performance mediation
  • Act as a voice for your team members, to the management team, ensuring their development needs are considered and their annual objectives are achievable
  • Collaborate with Head of Managed Services and the People community to:
  • Communicate and uphold existing/updated company policies and procedures amongst your team members
  • Identify, escalate, manage (where appropriate) and support the resolution of issues relating to individual performance, training needs, absence, etc.
  • Manage approvals for requests for working from home and recognition of exceptional performance by team members
  • Help to ensure new team members have a buddy to support them through the first few months of their employment
  • Ensure you review, approve and escalate where necessary (in line with company policies and procedures) submissions by your team members regarding:
  • Timesheets, Expenses
  • Lead an example by adhering to company financial policies regarding time and expense submission and (but not limited to), punctuality, dress code and notification of whereabouts, annual leave and absence

KEY CAPABILITIES

Required Capabilities :

Specific to your role as Managed Service Technical Lead

  • Exceptional Salesforce Technical skills across all clouds, both Classic and Lightning
  • Operational Salesforce Management experience
  • An interest in emerging technologies and trends
  • Excellent communication and interpersonal skills
  • Excellent problem-solving skills
  • Excellent at managing your time effectively
  • Ability to manage your own stress
  • Experience of leading a team where mentoring skills have been used or a strong interest in coaching and mentoring
  • An understanding of IT Service Management
  • Experience with Continuous Integration
  • Experience of Agile Project Delivery

Desired Capabilities

  • Experience in line or team management
  • Experience facilitating goals and performance objectives
  • Progressing down the Salesforce CTA track
  • Experience of Field Service Lightning and Lightning Transition
  • Experience of Einstein Analytics or other BI tools
  • Experience of Dell Boomi or other ETL tools
  • Experience of delivering technical training to either colleagues or end users

CERTIFICATION REQUIREMENTS

Not all are required, however all Technical Consultants are expected to have at least the 4 or more of the following certs:

  • Salesforce Certified Administrator
  • Salesforce Certified App Builder
  • Salesforce Certified Platform Dev 1
  • Salesforce Certified Platform Dev 2
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Any of the Salesforce Designer Certifications