Lead I - Sr SFDC Support

Role Description Lead I – Enterprise Solutions (Salesforce Support) Experience Range: 6-9 Years

Hiring Location: Kochi/Trivandrum/Bangalore/Chennai/Pune/Kolkata/Gurgaon/Noida

Job Title Lead I – Enterprise Solutions (Salesforce Support) Job Summary We are seeking a highly motivated Lead I – Enterprise Solutions professional to provide operational support, incident management, and application support for Salesforce and related enterprise applications . The role requires leading Level 1 support activities, ensuring service excellence, managing production incidents, maintaining SLA compliance, and coordinating with cross-functional teams in a global support environment, including mandatory night-shift operations.

Must-Have Skills Salesforce Application Support

• 5-8 years of experience in Salesforce application support and production support.

• Strong understanding of:

• Salesforce CRM

• User Management

• Roles, Profiles & Permissions

• Reports & Dashboards

• Approval Processes

• Workflows

• Data Management

• Experience supporting Salesforce users and resolving functional issues.

Incident & Production Support

• Experience managing:

• L1 Support Activities

• Incident Management

• Service Requests

• Problem Management

• SLA Tracking & Compliance

• Ability to perform:

• Incident Triage

• Root Cause Analysis

• Impact Assessment

• Prioritization and Escalation

• Experience supporting P1, P2, and Major Incidents.

Identity & Access Management

• Hands-on experience with:

• SailPoint

• User Provisioning & Deprovisioning

• Access Governance

• Role-Based Access Control

• Access Request Management

• Understanding of Identity and Access Management (IAM) processes.

Stakeholder & Service Management

• Experience working with global support teams and business users.
• Strong communication and stakeholder management skills.
• Ability to coordinate with L2/L3 teams, developers, administrators, and infrastructure teams.

ITSM & Support Operations

• Experience with ticketing and service management tools.

• Understanding of:

• Incident Management

• Change Management

• Service Requests

• Escalation Management

• Knowledge of SLA and KPI monitoring.

Good-to-Have Skills

• Salesforce Administrator Certification.

• Experience supporting:

• Salesforce CPQ

• PSA (Professional Services Automation)

• Knowledge of:

• Business Process Management (BPM)

• ITIL Framework

• ServiceNow

• Jira

• Exposure to enterprise applications integrated with Salesforce.

• Knowledge of access governance and security compliance practices.

• Experience working in 24x7 global support environments.

• Basic Salesforce administration activities.

• Exposure to Agile methodologies.

Roles & Responsibilities Salesforce Enterprise Application Support

• Serve as the primary support lead for Salesforce and integrated enterprise applications.

• Manage Level 1 support activities for incidents, service requests, and user queries.

• Provide support for:

• User access and authentication issues

• Salesforce navigation and functionality

• Reports and dashboards

• Approval processes and workflows

• Data maintenance and record updates

• User, role, profile, and permission requests

• Salesforce CPQ and PSA-related support

• Ensure proper documentation of incidents, resolutions, and troubleshooting steps.

• Escalate complex issues to Salesforce Administrators, Developers, and L2/L3 teams.

Identity & Access Management

• Manage access provisioning, deprovisioning, and modification requests through SailPoint.
• Support employee onboarding, transfers, and offboarding processes.
• Ensure adherence to security and access governance policies.
• Coordinate with application owners and business stakeholders for access-related approvals.

Production Support & Incident Management

• Lead day-to-day production support operations.
• Monitor application performance and operational health.
• Manage incident response and resolution activities.
• Support major incident management processes (P1/P2).
• Coordinate with infrastructure, application, and business teams for service restoration.
• Provide timely communication and status updates during critical incidents.

Service Excellence & Compliance

• Ensure SLA adherence and service quality standards.
• Identify recurring issues and recommend preventive measures.
• Participate in on-call, weekend, and night-shift support rotations.
• Drive continuous improvement in support processes and operational efficiency.

Key Requirements

• Strong experience in Salesforce production support and incident management.
• Hands-on experience with SailPoint and Identity Access Management (IAM).
• Experience handling L1 support operations in enterprise environments.
• Good understanding of Salesforce security, user management, and access controls.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management capabilities.
• Ability to work in global support environments and mandatory night shifts.
• Experience managing critical incidents and ensuring SLA compliance.