L2 Support Engineer: Fusion Risk Management & Salesforce

Job Title:

L2 Support Engineer Fusion Risk Management & Salesforce

Location:

Gurugram (Preferred) / Bangalore

Experience:

8–11 years

Notice Period:

Maximum 60 days (in-flight candidates preferred)

Work Hours:

• Primary Shift: 3:30 PM – 12:00 AM IST
• Secondary Shift: 1:30 PM – 10:00 PM IST

Job Summary:

Salesforce

Key Responsibilities:

Application Support and Maintenance

• Provide L2 production support for Salesforce and Fusion Risk Management applications.
  
• Perform detailed impact analysis and resolve incidents in a timely manner.
  
• Handle application maintenance, configuration changes, upgrades, and recovery activities.
  
• Work closely with business analysts, subject matter experts, and technical teams to provide quick fixes and long-term solutions.
  
• Maintain comprehensive documentation of incidents, solutions, and processes.
  

Fusion Risk Management (FRM)

• Administer and support Fusion Risk Management modules including

  Operational Resilience

  ,

  Business Community

  , and

  Operational Risk Management

  .
• Manage configurations such as profiles, permission sets, custom objects, fields, and flows.
  
• Coordinate with internal stakeholders to ensure system performance and reliability.
  
• Contribute to the development and implementation of recovery and resilience plans.
  

Salesforce Support

• Provide functional and technical support for Salesforce applications including

  Sales Cloud

  ,

  Financial Services Cloud

  , and

  Experience Cloud

  .
• Perform data imports and exports using Salesforce Data Loader.
  
• Support API-based integrations and data processes using ETL tools (Informatica IDMC preferred).
  
• Ensure stability, performance, and proper maintenance of production and non-production environments.
  

Risk and Incident Management

• Identify potential IT operational risks and propose mitigation measures.
  
• Lead or support incident response, problem analysis, and resolution activities.
  
• Ensure adherence to ITIL practices for incident, change, and problem management.
  
• Support technology recovery and business continuity initiatives.
  

Continuous Improvement

• Recommend process enhancements and automation opportunities.
  
• Contribute to knowledge sharing and documentation to build a self-sufficient support team.
  

Mandatory Technical Skills:

• Hands-on experience with

  Salesforce

  platforms (Sales Cloud, Financial Services Cloud, Experience Cloud).
• Experience with

  Fusion Risk Management

  , specifically

  Operational Resilience

  ,

  Business Community

  , and

  Operational Risk Management

  modules.
• Strong knowledge of

  Salesforce Data Loader

  ,

  API integrations

  , and

  ETL tools

  (Informatica IDMC preferred).
• Understanding of

  ITIL

  processes and service management best practices.
• Strong analytical, troubleshooting, documentation, and communication skills.
  

Preferred Skills:

• Experience in

  Business Continuity

  ,

  Crisis Management

  , or

  Technology Recovery

  .
• Professional certifications such as

  MBCI, ABCP, CFCP, CBCP

  .

• Salesforce Administrator

  or

  Developer certification

  .