Salesforce Production Support Lead

Key Responsibilities

• Lead L2/L3 Salesforce support, including triage, issue resolution, workarounds, escalations, and stakeholder communication.
• Govern incident, problem, and change management processes, ensuring adherence to SLAs and OLAs.
• Oversee minor enhancements (administration/configuration), data fixes, and non-production environment refreshes.
• Own release and deployment coordination, including sandbox strategy and regression readiness.
• Monitor platform health, including system limits, integrations, queues, flows, and error logs, and drive proactive issue prevention.
• Manage User Acceptance Testing (UAT), release notes, knowledge base documentation, and end-user training.
• Enforce security and compliance standards, including profiles, permission sets, audits, segregation of duties (SoD), and GDPR/SOX requirements (as applicable).
• Collaborate with product owners, vendors, and cross-functional teams to ensure smooth operations and alignment with business needs.

Required Skills and Qualifications

• Strong experience in Salesforce L2/L3 production support.
• Expertise in incident, problem, and change management processes.
• Hands-on experience with Salesforce administration and configuration.
• Experience managing release cycles, deployments, and sandbox environments.
• Strong understanding of Salesforce platform monitoring and performance optimization.
• Knowledge of security and compliance practices within Salesforce (profiles, permission sets, audits, SoD).
• Experience supporting UAT processes and end-user enablement.
• Excellent communication and stakeholder management skills.

Key Skills

• Salesforce
• Production Support (L2/L3)
• Incident & Change Management
• Release Management
• Salesforce Administration
• Security & Compliance
• UAT & Training
• Stakeholder Management

Skills: Salesforce ~ Digital : Salesforce Administration and Functional Design