Application Support Lead

Application Support Lead

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Wilhelmsen Port Services is seeking an Application Support Lead for our Chennai location.

In Wilhelmsen Port Services (WPS), we provide our customers with peace of mind while we handle their cargo, their vessels and their crew. We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose. We match local expertise with strict global standards, making sure we consistently make our customers' port calls as efficient and safe as possible.

Who you are:

You must be a proactive and hands-on leader with a strong technical background, capable of managing and mentoring an application support team. You must be able to thrive in dynamic environments where ensuring production stability, operational readiness, and quick resolution of complex issues are paramount. With deep expertise in Salesforce and related technologies, you excel at troubleshooting, incident management, and driving root cause analysis, always collaborating closely with cross-functional teams to achieve seamless operations. You are committed to maintaining high standards of support processes, SLAs, and continuous improvement in service delivery.

The Application Support Lead will report to the Enterprise Solution Architect.

Main Responsibilities:

• Lead and manage the application support team, ensuring production stability and operational readiness
• Own the end-to-end support function, including support ticketing, incident management, and escalations
• Act as the primary escalation point for complex Salesforce production issues
• Provide hands-on technical support, including debugging using Developer Console, Workbench, logs, and monitoring tools
• Troubleshoot Apex, Flows, LWC, integrations, data issues, and governor limit breaches
• Lead incident resolution and root cause analysis (RCA) and drive permanent fixes in collaboration with development teams
• Own and enforce incident, problem, and support processes, including SLAs, prioritisation, and closure standards
• Coordinate with development, platform, release, infrastructure, and other technology teams to resolve issues end-to-end
• Ensure smooth build-to-run handover and review releases from a support-readiness perspective
• Define, maintain, and enforce SOPs, runbooks, and knowledge articles for application support

Qualification, Experience and Skills

• 10+ years of experience in Salesforce development and/or application support
• Strong hands-on skills in Apex, debugging, Flows, integrations, and Salesforce tools (Workbench, Developer Console)
• Proven experience owning support ticketing systems and incident management processes
• Demonstrated experience leading technical application support teams
• Strong understanding of Salesforce architecture, governor limits, and production environments
• Solid experience in incident management, RCA, and cross-team coordination
• Strong communication, ownership mindset, and stakeholder management skills

Preferred Certifications

• Salesforce Certified Administrator
• Salesforce Platform Developer I or II
• ITIL® Foundation or equivalent service management certification

Applying

Sounds interesting? If you can see yourself in this role, please let us know why you are our new Application Support Lead.

Work location: Chennai, Tamil Nadu, India

Please note that all positions at Wilhelmsen are subject to reference and ID checks. For certain roles, additional background screening may be required