Role Overview

This role supports critical Salesforce platforms and focuses on incident and service request management, system health, integrations, compliance, and continuous improvement across Salesforce Core and Industry Clouds. The scope includes support for dealer, partner, and customer-facing business operations.

Key Responsibilities Application Support & Operations

• End-to-end AMS support for Sales Cloud, Service Cloud, Industry Clouds, and Experience Cloud
• Incident, Service Request, Problem, and Change Management aligned to SLAs (S1-S4, SVIP)
• After-hours standby for critical incidents and month-end cycles
• Performance monitoring, availability checks, and proactive health assessments

Platform Governance

• Salesforce Org Health Assessments and optimization recommendations
• Support for upgrades, patching, and releases
• Internal and external system audits; security and access management

Integrations Support

• Troubleshooting and support for Mule Soft-based integrations
• Coordination with integration teams to resolve data and flow issues

Business & Functional Support

• Support for PDB RFQ automation, SAP-integrated workflows, partner transactions, and operational queries

Problem Management & Continuous Improvement

• Incident trend analysis and RCA
• Collaboration with development teams for permanent fixes
• Drive automation, process improvements, and operational reporting

Application Landscape

• Core Cloud: Sales Cloud, Service Cloud
• Industry Clouds: Manufacturing Cloud, Energy & Utilities Cloud
• Experience Cloud: Partner & Dealer Portals
• Integrations: Mule Soft, SAP ECC/S/4HANA, Non-SAP systems

Support Model

• Language: English
• Locations: Malaysia, India
• Support Hours: 8×5 (Malaysia & Regional Business Hours)
• Extended Support: S1/SVIP standby and month-end coverage

Key Skills

• Strong Salesforce AMS experience (Core, Industry & Experience Clouds)
• Enterprise integration expertise
• ITIL-based support experience in mission-critical environments
• Strong stakeholder management and communication skills