Omkar Sharma Email and Phone Number

• Have worked extensively in Application/Software Support system in Salesforce Marketing cloud, internet security domain and currently into Travel Domain.• Work on API-related process troubleshooting by checking the pattern of errors from different services interaction within the system from the Kibana tools and other support tools including Splunk, SQL, etc within the system.• Queue management of cases and timely resolution (within SLA) of technical cases and raising a bug via Jira tool to Development/Product teams.• Troubleshoot live site issues, engage appropriate parties, and drive through to resolution• Generate and present Metrics, Reports, Dashboards, mass update using Macros on Salesforce.• Document and fine-tune team processes over confluence by using different Macro, which helps in Training documentation and quality initiative within the team.• Working on daily incidents in the system by using monitoring tools(Kibana, Cyclotron, Periscope, etc), identifying error patterns, engaging different teams over the Slack-Bridge, or on-call to get the incident fixed on a priority basis, working on problem management, change management post-incident.• Work closely with Development and product teams in product enhancement via Jira or Bug prioritization, feature enhancement, Task, etc.• Participate in triage with the Product/Development teams as well as the business teams to processing the pending bugs in the system on a timely basis and provide the input on the same.• Other responsibility also includes overseeing the flow of information from internal customers all the way to product development teams and ensuring high impact issues are addressed in a timely manner with agility• Experience coordinating and delivering training and support, preferably in a SaaS environment( Development/support of Salesforce Marketing cloud)• Excellent leadership skills, with ability to motivate team members to enhance performance.• Experience in investigating and resolving problems using Salesforce, job explorer, SQL queries, HTML, Ampscript, Soap API and Rest API calls.• Exposure on installation of SSL certifications on different Servers, i.e IIS, Apache, Tomcat etc by keeping the understanding of server architecture.• Test API requests issues in SOAP UI test environment and replicate issues on Postman tool