Application Support Manager

About MAXVAL

Founded in 2004, MAXVAL Group, Inc. specializes in IP services with a commitment to efficiency, cost management, and continuous enhancement through metrics-driven processes. MAXVAL has been a frontrunner in integrating technology into their service offerings, having developed various internal applications that have been productized for client use. Currently, the company supports over 600 clients across the entire IP lifecycle with innovative products and services, employing a workforce of more than 700 professionals with deep expertise in IP and technology.

Job Purpose

The Application Support Manager is responsible for ensuring seamless operation, ongoing maintenance, and improvement of software applications within the organization. This role entails leading an application support team, managing incident resolution and problem management, and ensuring applications perform efficiently to satisfy business requirements.

Key Responsibilities

• Lead and mentor the application support team, guide performance evaluations, and ensure team members have the necessary skills and tools.
• Manage the resolution of software-related incidents and problems, maintaining effective communication with stakeholders on issue status and resolution.
• Monitor service levels to ensure adherence to agreed performance metrics, and identify opportunities to enhance service delivery.
• Organize and supervise application upgrades, patches, and maintenance activities to keep software secure, functional, and current.
• Serve as the liaison between the support team and other departments to ensure transparent communication about application performance, challenges, and improvements.
• Drive continuous improvement initiatives in support processes to increase efficiency and effectiveness with adherence to best practices.
• Maintain thorough documentation of applications, support procedures, and workflows; facilitate training for users and staff to maximize application utilization.
• Coordinate resources, including personnel and technology, to ensure optimal support coverage and tool effectiveness.
• Develop escalation protocols ensuring expedited handling of major incidents, collaborating with senior management and cross-functional teams as necessary.

Requirements

• Deep knowledge of Salesforce platform across multiple clouds including Sales Cloud, Service Cloud, and Marketing Cloud.
• Expertise in Salesforce configuration and customization utilizing advanced functionalities like Process Builder, Workflow Rules, and Lightning App Builder.
• Hands-on experience integrating Salesforce with other systems through APIs such as SOAP and REST, and tools like Data Loader and MuleSoft.
• Strong skills in Salesforce data management, migration, and governance ensuring high data quality.
• Comprehensive understanding of Salesforce security configurations including roles, profiles, permission sets, and sharing rules.
• Capability to design sophisticated reports and dashboards that support strategic decision-making.
• Relevant Salesforce certifications such as Salesforce Certified Administrator (ADM 201) and Salesforce Certified Platform Developer (PD1) are preferred.
• Minimum of 5 years experience in application support or IT operations with proven management of support teams.
• Experience working with CRM/ERP platforms, preferably Salesforce.
• Prior supervisory or managerial experience in similar roles.

Skills

• Strong leadership and team management abilities.
• In-depth knowledge of application support methodologies and best practices.
• Advanced problem-solving and proactive issue resolution skills.
• Strategic mindset aligned with organizational objectives.
• Salesforce platform proficiency including customization and configuration tools.
• Incident management expertise including escalation and resolution handling.
• Effective communication skills for diverse stakeholder engagement.
• Analytical capabilities to monitor metrics and enhance service efficiency.

Shift Details

• Rotational shifts: 11:30 AM to 8:30 PM IST, 8:30 PM to 5:30 AM IST, and 3:00 PM to 12:00 AM IST.
• Work locations: Bengaluru and Coimbatore, India.