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CRM Support Product Owner

4 weeks ago

Dubai, United Arab Emirates Ceenex Global LLC Full time

**Job Summary**:
**Roles & Responsibilities**:

- **Incident Management**:Respond promptly to urgent requests and incidents affecting live Salesforce assets, ensuring mínimal downtime and disruption.
- **Priority Setting**:Support the prioritization and manage a backlog of support requests and live issues, balancing short-term fixes with long-term improvements
- **Stakeholder Communication**:Communicate effectively with stakeholders about the status and resolution of urgent issues.
- **Root Cause Analysis**:Ensure that thorough root cause analysis for incidents is conducted and implement preventive measures.
- **Documentation**:Maintain detailed documentation of incidents, resolutions, and processes for future reference.
- **System Monitoring**:Utilize monitoring tools to proactively identify and address potential issues before they escalate.
- **Security Compliance**:Ensure that all live assets comply with security standards and best practices.
- **Agile Response**:Be agile in incident management and rapid response to live issues.
- **Documentation**:Ensure comprehensive documentation of incidents, solutions, and support procedures.
- **Feedback Loop**:Establish a feedback loop with development teams to incorporate lessons learned from live incidents into the product development lifecycle.
- **Skill Enhancement**:Participate in ongoing training and development programs to stay updated with the latest tools and techniques in live asset management.
- **Mentorship**:Provide guidance and mentorship to junior support staff and team members.

**Requirements**:

- 3-5 years of experience in product management or support roles, with a focus on live digital assets.
- Bachelor’s degree in computer science, Software Engineering, or a related field.
- Product management or ITIL certification is a plus.
- Exeperience in product management with a focus on live product operations and support within a large and complex organization.
- Proven experience on salesforce products : Sales and Service Cloud, Marketing cloud, data cloud.
- Background in software engineering with hands-on experience in managing and supporting live digital assets.
- Proficiency in agile methodologies and tools (e.g., Scrum, Kanban, Jira).
- Experience with incident management and resolution processes
- Excellent communication, negotiation, and presentation skills.

**Job Types**: Full-time, Permanent

Application Question(s):

- How soon can you join?
- What is your present salary?
- What is your expected salary?

**Education**:

- Bachelor's (required)

**Experience**:

- CRM: 3 years (required)
- Sales Force Products: 3 years (required)
- Product Management: 3 years (required)
- agile methodologies and tools: 3 years (required)

**Language**:

- English (preferred)