**CLIENT**:
A global digital agency delivering innovative digital and creative solutions with technology delivery centers in Switzerland and other countries.
**JOB DESCRIPTION**
- Provide metrics through weekly/monthly reports with the following information using a reporting tool defined by the client
- Provide reports from JIRA to ensure the quality of resolved tickets (Close notes, Close code, etc.)
- Perform trend analysis
- Ticket resolution within SLA's agreement defined per priority, for Level 2 support tickets
- In charge of the ticket management
- Responsible to build/maintain L2 support team documentation updated - Process changes, configuration documents, ticket resolution guidelines (Knowledge Articles)
- Responsible to build/maintain Knowledge articles and FAQ's to be provided for L1 teams
- Maintain the testing coverage for support ongoing operations
- Receive knowledge transfers from new projects
- Review all documentation provided by new projects to acquire knowledge regarding new processes implemented
- Review all code changes made by new projects to acquire knowledge how the processes are being performed
- Review and approve pull-requests from new releases
- Review and approve pull-requests from L2 support team
- Coordinate with QA team to cover all test processes for incoming changes (by L2 support team or new projects)
- Build a weekly release package gathering all L2 support team code changes approved previously
- Monitoring the code coverage of all changes made by L2 support team
- Coordinate with IATA Release manager and maintain L2 support team sandbox (test environment) updated
- Review and approve documentation provided by new projects
- Responsible to keep all L2 support team documentation collected on L2 confluence space
**JOB QUALIFICATION**
**Declarative**:
- Data modeling and management
- Security Settings
- Org setup
- Interface customization
- Business logic and process automation
- Reporting
- App deployment
- Sales and marketing
- Service and Support
- Monitoring
**Programmatic**:
- Basic constructs in Apex
- Process automation and logic
- Lightning Component Framework
- Debugging and deployment
**ACTIVE DATES**
Urgent hiring!