Technical Lead - Salesforce Sales Cloud & Service Cloud
PTC · Pune · onsite · Posted 1d ago
Undisclosed6–11 yrsfulltimeSourced from
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About this role
Job Summary
Technical Leadership Support Operations
Salesforce Administration Platform Management
Incident, Problem Major Incident Management
Monitoring, Reliability Continuous Improvement
Integration Technical Coordination
Change, Release Business Continuity Management
Knowledge Management Process Governance
Stakeholder Team Management
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
We are seeking an experienced and highly motivated Support Technical Lead to lead the administration, production support, incident management, and continuous improvement of our Salesforce Sales Cloud platform. This role requires a strong blend of Salesforce administration expertise, technical troubleshooting, stakeholder management, and team leadership.
The ideal candidate will serve as the primary escalation point for complex Salesforce issues, lead support operations, coordinate with business and technical teams, drive service excellence, and ensure platform stability, performance, security, and business continuity. The individual will also mentor support analysts and administrators while contributing to strategic roadmap and platform enhancement initiatives.
Technical Leadership Support Operations
- Lead Salesforce Sales Cloud Service Cloud support operations.
- Serve as the escalation point for critical incidents and technical issues.
- Mentor and guide Salesforce support team members.
- Ensure SLA compliance and support best practices.
- Drive process improvements and automation initiatives.
- Support resource planning and workload prioritization.
Salesforce Administration Platform Management
- Administer and support Salesforce Sales Cloud and Service Cloud.
- Manage users, roles, permissions, security, and configurations.
- Maintain platform security, compliance, and data integrity.
- Evaluate Salesforce releases and feature enhancements.
- Collaborate with architects and developers on scalable solutions.
- Support deployments, releases, and environment management.
Incident, Problem Major Incident Management
- Lead resolution of complex production incidents.
- Manage incident triage, escalation, and communications.
- Coordinate cross-functional teams during major outages.
- Conduct root cause analysis and preventive actions.
- Drive resolution of recurring platform issues.
- Ensure accurate incident and problem documentation.
Monitoring, Reliability Continuous Improvement
- Establish proactive monitoring and alerting practices.
- Monitor application performance, integrations, and system health.
- Analyze support metrics and operational trends.
- Implement automation and operational improvements.
- Drive platform stability and service reliability initiatives.
Integration Technical Coordination
- Monitor and support Salesforce integrations.
- Coordinate with development, infrastructure, and vendor teams.
- Troubleshoot integration, API, and authentication issues.
- Maintain integration monitoring and recovery processes.
Change, Release Business Continuity Management
- Lead support activities for releases and deployments.
- Ensure operational readiness for platform enhancements.
- Support disaster recovery and business continuity testing.
- Assess and mitigate risks related to system changes.
- Enforce change management standards and compliance.
Knowledge Management Process Governance
- Maintain support documentation, runbooks, and knowledge articles.
- Promote knowledge sharing and support best practices.
- Establish standardized support processes and governance.
- Keep documentation aligned with platform changes.
Stakeholder Team Management
- Act as the primary liaison between business and technical teams.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
AutomationIncident Managementapisbusiness continuityDisaster recoveryEnvironment managementcase managementdata protectionChange ManagementApexcloudData ManagementAdministrationInformation Technologycompliance
About PTC
PTC
Software Product
2.2k+
employees
1985
41 years old
Boston,Massachusetts
United States
₹14.1L PA avg
Avg at PTC
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