• Introduction
• A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide.

You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

• Your role and responsibilities
• As a Package Specialist for Salesforce Technical Operations, you will provide application support and manage the incident lifecycle to ensure continued and synchronized functionality.

You will operate in a shift model to provide 24x7 application support coverage and implement platform upgrades and regression testing.

Your primary responsibilities will include:

Manage Incident Lifecycle:

Own the incident lifecycle from initiation to closure, ensuring timely resolution and satisfaction of the originator. This includes documenting incident reports, performing root cause analysis, and implementing corrective actions.

Application Monitoring:

Perform application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.

Code Migration:

Manage code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.

User Administration:

Perform user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.

Performance Metrics:

Prepare and collate metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.

• Required technical and professional expertise

• Salesforce Application Support:

  Experience with managing incident lifecycles, including documenting incident reports, performing root cause analysis, and implementing corrective actions to ensure timely resolution and satisfaction of the originator.

Technical Troubleshooting:

Experience with application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.

Code Management:

Experience with managing code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.

Platform Administration:

Experience with user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.

Performance Analysis:

Experience with preparing and collating metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.

• 5-7 years' experience as a Package Specialist for Salesforce Technical Operations
• Preferred technical and professional experience

• Platform Upgrade Expertise:

  Experience with implementing platform upgrades and regression testing to ensure seamless integration and minimal downtime. This includes analyzing upgrade requirements, developing test plans, and executing upgrades.

Advanced Troubleshooting Skills:

Experience with using AI Ops and other advanced tools to identify and resolve complex technical issues, improving overall application performance and reducing downtime.

Environment Management:

Experience with managing multiple environments, including scheduling application updates, maintaining records of configuration changes, and ensuring continued and synchronized functionality.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.