Salesforce E2 Support Lead

Must Have Technical/Functional Skills

• Over 8+ years of experience and
• At least 3 salesforce certification.
• Able to manage team effectively in an onsite-offshore 24x7 model.
• Ensure successful knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Apply strong ITIL and ITSM practices to support operations and publish daily, weekly, and monthly service performance reports.

Roles & Responsibilities

• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.

Generic Managerial Skills, If any

• Good command over English
• Ability to work in shifts
• Ability to work in 24x7 support environment

Salary Range: $130,000 - $140,000 a year

TCS Employee Benefits Summary Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications: BACHELOR OF COMPUTER SCIENCE