Job Description

:**:** We are seeking a skilled and experienced individual to join our team as a Salesforce Application Operations and Ticket Resolution Specialist. In this role, you will be responsible for providing production support for Salesforce applications, ensuring the smooth operation and timely resolution of tickets and issues raised by end-users. **Responsibilities:** 1. **Production Support:** Act as the primary point of contact for addressing and resolving production issues related to Salesforce applications. 2. **Ticket Resolution:** Receive, prioritize, and resolve tickets raised by end-users, ensuring timely resolution and effective communication throughout the process. 3. **Troubleshooting:** Investigate and troubleshoot issues reported by end-users, utilizing Salesforce tools, logs, and other resources to identify root causes and implement solutions. 4. **Documentation:** Maintain detailed documentation of reported issues, troubleshooting steps, and resolutions for future reference and knowledge sharing. 5. **Collaboration:** Collaborate with cross-functional teams including developers, business analysts, and system administrators to resolve complex issues and improve application performance. 6. **Quality Assurance:** Conduct testing of fixes and enhancements to ensure they meet quality standards and do not introduce new issues into the production environment. 7. **Continuous Improvement:** Identify opportunities for process improvement, automation, and optimization to enhance the efficiency and effectiveness of production support activities. 8. **Training and Support:** Provide training and support to end-users to promote self-service and reduce the volume of support tickets raised. **Requirements:** 1. Bachelor\xe2\x80\x99s degree in Computer Science, Information Technology, or related field. 2. Proven experience in production support for Salesforce applications, with a strong understanding of Salesforce architecture, configuration, and customization. 3. Proficiency in Salesforce tools such as Salesforce Service Cloud, Salesforce Lightning, and Salesforce Administrator. 4. Excellent troubleshooting and problem-solving skills, with the ability to analyze complex issues and identify practical solutions. 5. Strong communication and interpersonal skills, with the ability to effectively interact with end-users and cross-functional teams. 6. Detail-oriented with a focus on documentation and process improvement. 7. Salesforce certifications such as Salesforce Administrator or Salesforce Developer are a plus. 8. Experience with ITIL or other IT service management frameworks is preferred.Weekly Hours: 40Time Type: RegularLocation: Hyderabad, Andhra Pradesh, IndiaIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.

AT&T