Description

Lead production support and minor enhancements for Salesforce Service Cloud, managing incident resolution, system stability, and release deployments.

This role is hybrid.

Responsibilities

• Lead incident triage, root-cause analysis, and resolution for complex Tier 2/3 Service Cloud issues.
• Monitor system health, Apex limits, error logs, and integration stability to ensure platform reliability.
• Design and implement minor enhancements, bug fixes, and configuration updates using Apex, LWC, and Flows.
• Manage release deployments and assess Salesforce tri-annual upgrades to maintain business continuity.
• Develop technical documentation, runbooks, RCA reports, and support knowledge repositories.

Required Skills

• 7+ years of Salesforce experience with 3+ years leading AMS/Production Support operations.
• Deep expertise in Salesforce Service Cloud, Omni-Channel, Live Chat, and Case Management.
• Strong debugging skills across Apex, LWC, Triggers, and REST/SOAP APIs.
• Experience with Data Cloud, MuleSoft, middleware, and enterprise data platforms.
• Strong understanding of ITIL Incident, Problem, and Change Management frameworks.
• Proficiency with Jira, ServiceNow, and ITSM processes.
• Excellent communication and crisis management skills for stakeholder interaction.

Preferred Skills

• Salesforce Certified Service Cloud Consultant.
• ITIL Foundation Certification.

Key Skills

Education

Bachelor's degree