Job Description

Req ID: 325586NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a "Lead salesforce L2/L3 Support Specialist-BAU ( Sales,Service & Layality Cloud)" to join our team in Hyderabad, Telangana (IN-TG), India (IN).Lead Support Engineer L2/L3 Support Specialist to provide incident-driven and service request-based BAU support for Salesforce platforms including Service Cloud, Experience Cloud, and Loyalty Cloud. The role involves both functional (L2) and technical (L3) responsibilities with a strong focus on timely issue resolution, platform stability, and user satisfactionKey Responsibilities:
Incident & Service Request Management:

• Respond to and resolve incidents and service requests within defined SLAs.
• Prioritize and triage tickets based on severity and business impact.
• Perform root cause analysis (RCA) and suggest preventive actions for recurring issues.
• Document solutions and maintain support runbooks and knowledge articles.

L2 - Functional Support Activities:

• Resolve configuration-related issues (Flows, page layouts, validation rules, etc.).
• Manage Experience Cloud user roles, portal configurations, and access models.
• Support loyalty program operations: member tier updates, points adjustments, and reward configurations.
• Perform user management, data loads, exports, and permission reviews.
• Coordinate with business stakeholders for clarification and closure of service requests.

L3 - Technical Support Activities:

• Debug and fix Apex classes, triggers, batch jobs, and LWC components.
• Support and enhance integrations using REST/SOAP APIs and Named Credentials.
• Optimize backend processes, especially loyalty transaction handling and service workflows.
• Assist in unit testing and deployments using CI/CD tools (Gearset, Copado, Git).

Required Skills & Experience:

• 5-7 years of Salesforce platform support experience, including admin and development.
• Strong hands-on expertise in:
• Service Cloud: Case lifecycle, entitlements, omnichannel support.
• Experience Cloud: Partner/community portals, role hierarchies, page customizations.
• Loyalty Cloud: Program setup, tier logic, transaction journals, reward flows.
• Solid technical knowledge of:
• Apex, SOQL, Lightning Web Components (LWC)
• Salesforce Flows and Process Automation
• API integrations and troubleshooting
• Familiarity with ticketing tools (e.g., Jira
• Collaborate with Salesforce support (L4) or ISVs for unresolved platform-level issues.

Soft Skills & Working Model:

• Ability to work independently and manage time effectively in AU time zone.
• Strong analytical and troubleshooting skills.
• Clear communication with business and technical teams.
• Ownership mindset with a focus on continuous improvement.

Preferred Certifications:

• Salesforce Certified Administrator (ADM 201)
• Platform App Builder or Developer I
• Service Cloud Consultant
• Loyalty Management Accreditation (preferred)

Note : should be ready to travel to Australia upon visa processing on rotation basisAbout NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atNTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

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