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