The posting
Overview Role is responsible for ensuring that our business customers achieve their desired outcomes while using Products and Solutions, driving customer satisfaction, and fostering long-term relationships. The role will also need to ensure the overall stability of Product through the collaboration with cross-functional teams—including Software Engineering, Service Reliability Engineers, and Business functions to manage day-to-day operations and quickly resolve incidents. The ideal candidate must be skilled in problem-solving, process automation, and root cause analysis, with a passion for operational excellence and continuous improvement. Responsibilities Key Accountabilities Customer Relationship Management & Engagement Serve as the primary business point of contact for daily sustain operations on the Europe Salesforce (SFA) application. Understand business goals, and challenges, and provide tailored support and recommendations Create and socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain Monitor and respond to customer inquiries through various communication channels Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization Product Knowledge & Understanding Understand the features within a product and the future product roadmap for SFA Stay updated on the latest product trends across the industry Incident & Problem Management Lead troubleshooting of critical incidents and drive timely resolution as part of Incident Management. Ensure the Root Cause Analysis is performed and help coordinate the implement permanent fixes on a timely basis. Analyze priority incidents to generate insights and identify gaps in the alerting mechanisms. Analyze market-specific issues and conduct comparative studies to determine why certain problems occur only in specific markets. Communication and Status Reporting Communicate and collaborate with the Call Center, Sector reps, Business Admins for providing the incident status, incident closure communication Send incident reports, creating bi-weekly leadership incident reports, monthly incident reports and presenting it to the Leadership team Qualifications Qualifications Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent experience). 6+ years of experience in sustain & operations engineering Experience with monitoring and alerting tools (e.g., Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig). Familiarity with CI/CD pipelines, deployment automation, and configuration management Hands-on experience with cloud platforms (AWS, Azure). Experience working with ServiceNow tool for ITSM. Key Skills Technical and Functional knowledge of SFA application. Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work under pressure in high-stakes production environments. Mindset of automation-first and continuous improvement. Strong organizational skills with attention to detail. Strong knowledge of ITSM processes – Incidents, Problems, Service Request, Releases
