Job Description:
Experience : 5+ Years
Location: Dubai, UAE
Candidates must be in Dubai
Functional Responsibilities:
- Incident Management: Respond promptly to urgent requests and incidents affecting live Salesforce assets, ensuring minimal downtime and disruption.
- Priority Setting: Support the prioritization and manage a backlog of support requests and live issues, balancing short-term fixes with long-term improvements.
- Stakeholder Communication: Communicate effectively with stakeholders regarding the status and resolution of urgent issues.
- Root Cause Analysis: Conduct thorough root cause analysis for incidents and implement preventive measures.
- Documentation: Maintain detailed records of incidents, resolutions, and processes for future reference.
Technical Responsibilities:
- Technical Oversight: Navigate technical subjects with support and development teams to resolve live issues on an urgent basis.
- System Monitoring: Use monitoring tools to proactively identify and address potential issues before escalation.
- Security Compliance: Ensure live assets comply with security standards and best practices.
Process Management:
- Agile Response: Respond to incidents in an agile and timely manner.
- Documentation: Ensure comprehensive documentation of incidents, solutions, and support procedures.
- Continuous Improvement: Support processes that enhance the stability and performance of live assets.
- Feedback Loop: Work closely with development teams to incorporate lessons learned into the product lifecycle.
Learning & Development:
- Skill Enhancement: Participate in training programs to stay up-to-date with the latest tools and techniques
.- Knowledge Sharing: Foster a culture of knowledge sharing within the support and product teams.
- Mentorship: Provide mentorship to junior team members and support staff.
Key Qualifications
- Education: Bachelor’s degree in Computer Science, Software Engineering, or related field. Product management or ITIL certification is a plus.
- Experience: 3-5 years of experience in product management or support roles, focusing on live digital assets.
- Technical Skills:
* Experience with Salesforce products (Sales & Service Cloud, Marketing Cloud, Data Cloud).
*Strong software engineering background and hands-on experience managing live digital assets.
* Proficiency in agile methodologies (e.g., Scrum, Kanban) and tools like Jira.
*Experience in incident management and resolution processes.
Core Competencies
- Excellent communication skills to manage stakeholder expectations and incident resolution.
- Strong problem-solving skills for diagnosing and resolving live issues quickly.
- Commitment to high service levels with a customer impact focus.
If you are an experienced support product owner with expertise in Salesforce and live digital assets management, Kindly share your resume to or Type: Full-time