- Review existing resolution processes and recommend preventive maintenance activities
- Lead Solution design for Break fixes and work on related Salesforce Configuration/Customization efforts based on capacity
- Perform resolution for incidents, problem tickets and apply tactical and permanent fixes in CRM platform
- Perform environment refreshes while ensuring they are done appropriately.
- Responsible for Problem Management and validating change request and Estimation
- Roster Preparation and assignment of the weekly tasks of the Support Team during the business hours and shift hours
- Ticket triage and resolution plan assignment
- Perform regression test prior to production releases
- Creating regression test scripts
- Sanity checks for regression test post deployment and Rollback if tests failed
