Salesforce L2/L3 Support

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

• 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.

Mandatory Skills

• 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)

Preferred Skills

• Data Architecture & Management
• DevOps & CI/CD Pipelines (Copado, SFDX, Git)
• Middleware & ETL Tools (MuleSoft, Informatica, Boomi)
• Stakeholder & Escalation Management
• Vendor Management (Salesforce Support)

Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.

Work Experience

2-5Years