Supervisor, Resident ; Operations

Supervisor, Resident Applications (Operations)

Reporting to the Manager, Business and Resident Applications, the Supervisor, Resident Applications (Operations) oversees the day‑to‑day operations of the Salesforce platforms as well as internally developed applications and our legacy Siebel system. This includes administration, maintenance, and enhancements of Salesforce and Mule Soft, as well as the related data integrations & interfaced applications.

The Supervisor is a technical people leader who manages a team of seasoned systems analysts. The team is responsible for managing platform production issues, incremental enhancements, updates (upgrades and patches), and support of business‑as‑usual processes.

This is all done with a steadfast commitment to Halton’s Digital Strategy while upholding Salesforce and industry’s best practices. This ensures Salesforce is always performing at its best, and internally developed applications are operating in a safe and secure manner.

• Provide timely and practical support to users of Salesforce, managing the team to effectively respond to user‑reported issues, troubleshoot platform & integration issues.
• Lead the team during critical incidents, ensuring effective communication and coordination for resolution and escalation of critical issues to relevant stakeholders as appropriate.
• Conduct post‑incident reviews to identify lessons learned and implement improvements.

• Direct and supervise a team of Salesforce and other development systems analysts to support the day‑to‑day operations of Salesforce, Mule Soft, and other internally developed applications.
• Lead and mentor the team, promoting a culture of collaboration and excellence.
• Provide team with Salesforce technical guidance to ensure efficient problem‑solving and timely resolution of operational issues in a sustainable manner.
• Proactively manage resource planning, by prioritizing work by risk, urgency, resource availability, and team capability.
• Serve as the Salesforce / Mule Soft technical expert, by staying current with Salesforce/Mule Soft technical knowledge and emerging trends.
• Manage cross‑training to ensure adequate support with resource backups.
• Proactively analyze and improve the team's Salesforce/Mule Soft competencies as well as modern application development practices and platforms to align with the needs of the 'Deliver Digital' roadmap.
• Provide training and development opportunities for team members to enhance their technical and soft skills, and to share technical/functional information with colleagues.
• Conduct regular team meetings to review ongoing issues, updates, and performance metrics.

• Ensure systems are monitored for performance, availability, and security, implementing proactive measures to prevent incidents and troubleshooting issues with the team.
• Manage system permissions and user accounts.
• Ensure regular maintenance and updates (upgrades, patches, etc.) are performed on Salesforce/Mule Soft and other systems as needed.
• Stay up to date and apply security notes to uphold security needs, comply with legislation and audit requirements as required, and implement security best practices to safeguard production systems and sensitive data.
• Manage the budget of the third‑party contracts and vendors that support Salesforce/Mule Soft.
• Manage Salesforce/Mule Soft tenants and instances, and coordinate transport requests.

• Ensure data integrity and consistency in Salesforce. This includes management of master data in Salesforce, as well as synchronization of data between Salesforce and other integrated products.
• Manage integrations and associated scheduled jobs. Ensure seamless data exchange between the Salesforce system and all interfacing systems.

• Identify opportunities for improvements in system and processes. Collaborate with Product Managers, Project Managers, Digital Business Relationship Managers, and other team members to brainstorm ideas and produce pragmatic plans.
• Develop and enforce standard operating procedures (SOPs) for production support activities.