Overview
On Site
Full Time
Accepts corp to corp applications
Contract - W2
Contract - 10 day((s))
Skills
Automation
Risk Management
Release Management
maintenance
metrics
Communication Skills
Leadership
Success Driven Person
Analytical Thinking
Problem Solving
Administrative Operations
Salesforce.Com
Systems Integration
Cloud Services
Business Process Improvement
Information Technology Infrastructure Libraries (ITIL)
Triage
Offshore Work
Production Support
Root Cause Analysis
Apex Code
Salesforce Lightning
Salesforce Object Query Language (SOQL)
Service Improvement Planning
Global Delivery Model
Performance Monitor
Service Quality
Job Details
Job Title: Salesforce Production Support
Location: Atlanta, GA/ Charlotte NC (3 days Hybrid)(Only locals)
Responsibilities:
- Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, and related integrations.
- Support and manage Riva and Autoforce deployments, ensuring seamless integration, configuration, and stability across environments.
- Lead and coordinate the onshore offshore production support team, ensuring consistent communication, workload balance, and effective issue resolution.
- Drive and facilitate critical incident triage calls, ensuring the right technical and functional stakeholders are engaged for quick recovery and root cause analysis.
- Oversee ITIL-based operations - incident, problem, change, and release management - ensuring process adherence and continuous improvement.
- Monitor application health, analyze incidents, and ensure timely resolution to minimize business impact.
- Perform root cause analysis for recurring issues and implement preventive and automation solutions to improve stability.
- Partner with business users, technical teams, and vendors to drive quick and effective problem resolution and communication.
- Drive transformation initiatives within production support to enhance service quality, automation, and efficiency (e.g., proactive monitoring, self-healing scripts, process optimization).
- Support regular deployments, release management, and configuration updates.
- Maintain detailed documentation of incidents, resolutions, and operational procedures.
- Ensure adherence to SLAs, compliance, and reporting metrics as defined by client standards.
- Participate in on-call rotations and weekend maintenance activities as required.
Required Skills & Experience:
- Proven experience managing Salesforce production support teams in a global delivery model.
- Strong technical understanding of Salesforce (administration, configuration, or development), including Lightning, Apex, SOQL, and integrations.
- Hands-on experience with Riva and Autoforce deployments and troubleshooting.
- Strong technical project management skills prioritization, risk management, stakeholder communication, and escalation handling.
- Experience leading critical incident management and triage calls with cross-functional teams.
- Strong understanding and practical experience with ITIL processes (Incident, Problem, Change, and Release Management).
- Excellent communication, leadership, and coordination skills across global teams.
- Ability to work flexible hours, including second shift and on-call coverage.
- Analytical mindset with a focus on continuous service improvement and transformation
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