Requirements
- Experience : 7.5 + years
- Strong experience in Salesforce service ownership, production support, and end-to-end service management across multiple Salesforce organizations.
- Proven experience leading and managing Salesforce support teams, including workload allocation, capacity planning, performance monitoring, and resource scheduling.
- Strong understanding of IT Service Management (ITSM) processes, incident management, ticket management, SLA monitoring, and escalation management.
- Experience managing production tickets and ensuring compliance with defined service governance models and operational procedures.
- Ability to analyze ticket volumes, monitor team capacity, and provide resource utilization and availability reports to project and service managers.
- Experience in service reviews, operational reporting, stakeholder management, and presenting service performance metrics to business and IT leadership.
- Strong understanding of Salesforce releases, release impact assessments, production readiness, and coordination with development and support teams.
- Experience with Salesforce security, access management, authorization concepts, and periodic User Access Reviews.
- Knowledge of application security practices, including SAST, Fortify scans, vulnerability remediation, and security compliance.
- Experience with IT change management, audit requirements, compliance processes, and service documentation.
- Ability to prepare and maintain operational and technical documentation, including authorization concepts, logging concepts, and support procedures.
- Experience collaborating with Salesforce build teams and participating in sprint planning to identify support team contributions.
- Familiarity with backup and archiving solutions, security tool assessments, and proof-of-concept initiatives.
- Strong leadership, communication, analytical, and problem-solving skills.
- Ability to coordinate across technical teams, business stakeholders, security teams, and project managers.
- Strong organizational and planning skills, with the ability to manage multiple priorities while maintaining service quality and operational continuity.
Responsibilities
- Own and manage end-to-end Salesforce service operations across multiple organizations, ensuring service stability, availability, and operational efficiency.
- Lead and manage the Salesforce support team, ensuring effective task allocation, team performance, and adherence to service delivery standards.
- Monitor production tickets and ensure timely resolution in accordance with Service Level Agreements (SLAs) and the ITS governance model.
- Manage support team capacity, ticket volumes, workload distribution, and resource availability, providing regular capacity reports to ITS Project Managers for planning additional activities.
- Coordinate team leave plans and resource schedules to ensure adequate support coverage across all working days.
- Review support tickets to ensure accurate information, appropriate categorization, and compliance with defined ticket management guidelines.
- Identify service improvement opportunities, operational efficiencies, and cost optimization initiatives across Salesforce support operations.
- Monitor upcoming Salesforce releases, assess their potential impact on production organizations, and coordinate necessary testing, readiness, and implementation activities.
- Maintain and update service documentation, operational procedures, and support knowledge repositories as required.
- Prepare and present monthly service review meetings with ITS and business stakeholders, covering organization health, ticket trends, SLA performance, risks, and improvement initiatives.
- Conduct User Access Reviews every six months and ensure appropriate access governance across Salesforce organizations.
- Ensure adherence to ITS change management processes, audit requirements, security standards, and other compliance obligations.
- Prepare, review, and maintain service documentation, including authorization concepts, logging concepts, and other relevant operational and security documents.
- Manage end-to-end Salesforce security activities, including coordination and remediation of findings from Static Application Security Testing (SAST), Fortify scans, and related security assessments.
- Participate in sprint planning meetings to identify opportunities for the Level 2 Support (L2S) team to support the Salesforce build and development teams.
- Lead discussions and coordinate initiatives related to backup and archiving, security tool assessments, proof of concepts (POCs), and other operational improvements.
- Support ITS Project Managers with service planning, resource forecasting, operational reporting, risk management, and other delivery-related activities.
- Collaborate with Salesforce development teams, business stakeholders, security teams, and IT service management teams to ensure reliable service delivery and continuous improvement.
Bachelor’s or master’s degree in computer science, Information Technology, or a related field.