Lead I - Sr SFDC Support

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.