RTB Lead (Salesforce) -CLOS

Lead (Run-The-Bank) – CB Loan Origination Support

RTB Lead

Key Responsibilities:

• Lead and manage day-to-day production support for the CB Loan Origination application.
• Oversee and coordinate efforts across L1, L2, and L3 support teams.
• Ensure high availability, performance, and reliability of the application.
• Implement and maintain observability tools and practices (monitoring, logging, alerting).
• Collaborate with development, QA, and infrastructure teams to resolve incidents and root cause issues.
• Drive incident management, problem management, and change management processes.
• Maintain and improve production maintenance procedures and documentation.
• Provide regular updates to stakeholders on system health, incidents, and performance metrics.
• Mentor and guide support engineers, fostering a culture of ownership and accountability.

Required Skillset:

• Salesforce:

  Strong understanding of Salesforce architecture, development, and deployment.

• Programming Knowledge:

  Fundamental understanding of Java, C++, or Python.

• Cloud Platforms:

  Familiarity with AWS (preferred), GCP, or Azure.

• Production Support:

  Proven experience in managing production environments and support operations.

• Observability:

  Hands-on experience with monitoring and alerting tools (e.g., CloudWatch, Splunk, Datadog).

• Project Management:

  Ability to manage support projects, prioritize tasks, and meet SLAs.

• People Leadership:

  Experience leading cross-functional support teams.

• Communication:

  Strong verbal and written communication skills for stakeholder engagement.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• ITIL certification or equivalent experience in IT service management.
• Experience in the banking or financial services domain.