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Salesforce L2/L3 Support
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Job Description
Job Requirements
Senior Salesforce Production Support Lead
Location: Chennai, Hyderabad
Years of Experience: 5-7 Years
Job Summary: We are seeking a Senior Salesforce Production Support Lead to serve as the primary technical authority driving platform resilience, business continuity, and operational stability across our enterprise Salesforce environments in India. This senior role is positioned at the intersection of local offshore delivery teams, global business units, and IT leadership, managing complex L2/L3 escalations, system availability, continuous improvement, and seasonal platform upgrades.
Responsibilities
Work Experience
2-5Years
Senior Salesforce Production Support Lead
Location: Chennai, Hyderabad
Years of Experience: 5-7 Years
Job Summary: We are seeking a Senior Salesforce Production Support Lead to serve as the primary technical authority driving platform resilience, business continuity, and operational stability across our enterprise Salesforce environments in India. This senior role is positioned at the intersection of local offshore delivery teams, global business units, and IT leadership, managing complex L2/L3 escalations, system availability, continuous improvement, and seasonal platform upgrades.
Responsibilities
- Manage L2/L3 production support operations, driving quick turnaround times and resolution for high-priority technical escalations within defined SLAs.
- Command Major Incident Management (MIM) calls for critical outages, leading cross-functional squads across India and global locations through swift recovery and thorough Root Cause Analysis (RCA).
- Orchestrate seamless Salesforce seasonal releases, platform upgrades, critical security updates, and hotfixes with zero unplanned business operational downtime.
- Monitor overall platform health, governing governor limits, API usage thresholds, asynchronous job queues, and storage capacities across all production orgs.
- Oversee enterprise middleware integrations, monitoring real-time API syncs, batch data pipelines, and third-party tools to prevent end-to-end data processing failures.
- Salesforce Platform Administration & Governance
- Advanced Troubleshooting & Root Cause Analysis (RCA)
- Incident & Problem Management (ITIL Framework)
- Salesforce Troubleshooting & Root Cause Analysis
- Apex & Visualforce / LWC Maintenance & Debugging
- Salesforce Integration & API Monitoring (REST/SOAP/Middleware)
- Data Architecture & Management
- DevOps & CI/CD Pipelines (Copado, SFDX, Git)
- Middleware & ETL Tools (MuleSoft, Informatica, Boomi)
- Stakeholder & Escalation Management
- Vendor Management (Salesforce Support)
Work Experience
2-5Years
More Info
Key Skills
Incident Problem Management ITIL Framework
DevOps CI CD Pipelines Copado SFDX Git
Salesforce Troubleshooting Root Cause Analysis
Salesforce Integration API Monitoring REST SOAP Middleware
Data Architecture Management
Advanced Troubleshooting Root Cause Analysis RCA
Middleware ETL Tools MuleSoft Informatica Boomi
Salesforce Platform Administration Governance
Apex Visualforce LWC Maintenance Debugging
Vendor Management Salesforce Support
Stakeholder Escalation Management
About Company
