Technical Lead, Salesforce Support
Job Summary
Job Description
Manages production support activities for all major systems and related subsystems to ensure their integrity. Manager with HR responsibility. Typically manages and oversees supervisors and/or hourly/professional jobs and responsible for setting the overall direction for employees.
WHAT WILL YOU DO?
Ensure problems are quickly identified and solved through review of Zeke / Splunk / Dynatrace / Salesforce monitoring, inbound calls, email or ServiceNow tickets while providing the highest possible level of production support.
Monitor availability and taking a holistic view of system health
Monitor production batch jobs
Engage appropriate operations/support personnel on a technical level to resolve issues in a timely manner.
Work with Lightning platform including APEX coding, Aura framework, Lightning Web Components, API's, Platform Events and Salesforce Data Model.
Understand the Salesforce platform and its architecture and product suite including Sales & Service Cloud and Financial Services Cloud
Work with web development technologies like Java, .NET, HTML, XML, JSP and JavaScript.
Integrate Salesforce applications with 3rd party systems using APIs, UI frameworks and event based integration patterns.
Work with ETL tools (DataStage) & OCP
Review all errors with management and recommends permanent solutions to avoid a reoccurrence and identify the potential impact to the bank.
Recommend and drive workflow changes, process improvements and procedural changes, as well as system modifications and time & motion engagements with both internal partners and external vendors
Ensure that services are available as per client expectations and as per Service Level Agreement.
Coach more junior resources and be a first point of escalation
WHAT DO YOU NEED TO SUCCEED?
MUST HAVE:
10+ years Hands-on experience with Salesforce functionalities, administration, development, deployment activities with tools: Jenkins, AutoRABIT, Gearset
Production support experience with applications built on Salesforce / Financial Service Cloud in a Financial Services company
Knowledge of monitoring tools: Dynatrace Managed, Catchpoint, Splunk, Zeke
Strong analytical, communication & conflict resolution skills
A good understanding of Change / Incident management processes
Ability to work in a 7x24x365 work environment
NICE-TO-HAVE:
Knowledge of Datastage, OCP, SCON infrastructure & processes
Knowledge of cloud platform applications and processes
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work
Job Skills
Business Performance Management, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Time ManagementAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.