Salesforce L2 Lead (Sales / Marketing Cloud)

1. Supervise and manage an L2 team (7 members)

2. Ensure SLAs are met.

3. Track production issues, follow through resolution (workaround and fixes).

Coordinate activities across other technical teams.

4. Act as the SPOC of the team on all stakeholder management.

5. Dispatch workload across the team. Ensure productivity of resources.

6. Ensure that the team have adequate knowledge and skills to perform incident management and service request fulfillment. Provide and execute plans to bridge gaps.

7. Report to work onsite. Make sure that the team complies to company and clients policies.

8. Serve as the functional and technical SME of the team by default.

9. Participate in continuous improvement initiatives and ensure delivery of assigned tasks from the management team.