• Lead and manage the Salesforce production support function, ensuring high system availability, stability, and performance across Sales Cloud, Service Cloud, and Experience Cloud
• Oversee incident, problem, and change management processes, including triaging issues, root cause analysis, and timely resolution within SLAs
• Manage and mentor a team of Salesforce support engineers, administrators, and developers, fostering a culture of accountability and continuous improvement
• Act as the primary point of contact for business stakeholders, ensuring effective communication on incidents, enhancements, and system performance
• Collaborate with product owners, engineering teams, and architects to prioritize defects, minor enhancements, and production fixes
• Drive continuous improvement initiatives, including automation of support processes, reduction of recurring issues, and technical debt management
• Ensure proper monitoring, alerting, and observability across Salesforce environments
• Oversee release support activities including deployments, validation, and post-release monitoring
• Maintain governance around production changes, ensuring adherence to DevOps processes, security standards, and compliance requirements
• Coordinate with cross-functional teams (integration, infrastructure, data, and security) to resolve complex production issues
• Stay current with Salesforce platform updates and proactively assess impact on production environments
Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)
• Minimum 10+ years of experience in IT, with 7+ years on the Salesforce platform
• Minimum 3+ years of experience in a production support leadership or managerial role
• Strong experience in Salesforce production support, incident management, and service operations
• Deep understanding of Salesforce architecture, data model, and platform capabilities
• Hands-on experience with Apex, Lightning Web Components (LWC), Flows, and integrations
• Experience with ITIL processes (Incident, Problem, Change Management)
• Experience managing DevOps and deployment processes (Copado, Gearset, Jenkins, etc.)
• Proven ability to manage SLAs, KPIs, and service performance metrics
• Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences
• Experience working in Agile environments and collaborating with distributed teams
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