Experience: 10+ Years
Role Overview:
We are looking for a Service Owner to manage end-to-end service ownership of the REACH program across all relevant Salesforce orgs.
Key Responsibilities:
- Manage E2E service ownership across RoW, AU, and CBS orgs.
- Monitor production tickets and ensure SLA adherence and timely assignment.
- Manage team capacity, ticket volumes, and leave plans for the 2 FTE support team.
- Review tickets for accurate information required for future RCA.
- Identify service improvement and cost optimization opportunities.
- Monitor Salesforce releases and analyze their impact on production orgs.
- Maintain required support and service documentation.
- Prepare and present monthly service review meetings.
- Conduct User Access Reviews every six months.
- Ensure adherence to change management and compliance processes.
- Manage SAST and Fortify activities with InfoSec teams.
- Participate in sprint planning and support build-team activities.
- Lead or participate in discussions around backup, archiving, security tools, and POCs.
- Support ITS PMs with planning and other required activities.
