Overview
The Operations Lead is responsible for supporting Salesforce instances for:
- Tax and Accounting (TAA), APAC
- Global Growth Market (GGM), China & India
- Health Legal & Reporting (HLRP), North America
This role is part of GBS ES (Global Business Services, Enterprise Systems) and oversees day-to-day operations of Salesforce instances, including managing releases, troubleshooting issues, and leading a team of support resources. The individual will work closely with business process owners and stakeholders to ensure Salesforce meets business requirements.
Key Responsibilities
- Support multiple Salesforce instances.
- Organize and attend relevant meetings (e.g., Change Advisory Board) to manage releases.
- Lead a team of support resources (approx. 6 internal / 6 external) and ensure all instances (including lower environments) run smoothly and efficiently.
- Troubleshoot and resolve issues, manage updates and upgrades, and ensure data accuracy.
- Collaborate with business stakeholders to understand needs and ensure Salesforce meets requirements.
- Act as the first point of contact for Salesforce operational issues.
- Provide training to business users.
- Manage team performance and drive improvements.
- Optimize staffing by leveraging internal and external resources.
- Support end users for systems directly owned and monitor service levels for delegated services.
- Implement and manage Disaster Recovery (DR) and other GBS IT initiatives.
- Manage and optimize Salesforce system performance.
- Work closely with other GBS teams (ETL, BI, QA, SAP, Automation, etc.).
- Ensure compliance with regulations and security standards.
Qualifications
- Education:
- Bachelor's degree in Computer Science, Information Systems, or Business Administration (Master's preferred).
- Experience:
- 6-10 years in IT or equivalent.
- Minimum 2 years managing operations teams.
- Proven experience in Salesforce operations management.
- Skills:
- Strong technical knowledge of Salesforce platform.
- Excellent leadership and team management skills.
- Strong problem-solving and analytical abilities.
- Effective communication (written and verbal).
- Experience in Agile methodologies.
- Familiarity with ITIL and IT service management best practices.
- Ability to adapt to changing requirements and work in a fast-paced environment.
- Highly organized, detail-oriented, and able to work under pressure.
Our Interview Practices
