Job Description :
Scope of work (high level)
User provisioning
Break fix work
Minor enhancements (8 hours)
Change management tracking and management (propagation of changes b/t dev, Qa, prod)
For the time being, US support hours is preferable. No need to have 24x7 support (8x5 is acceptable) – this may change in the future
CRM Platform upgrade support (apply technical upgrade across the landscape and resolve bugs/defects)