Salesforce Production Support Lead

Overview

Hybrid
$70 - $100
Accepts corp to corp applications
Contract - Independent
Contract - 12 Month(s)

Skills

Production Support
Root Cause Analysis
Regulatory Compliance
Process Improvement
System Monitoring
Multi-factor Authentication
Performance Tuning
build and release
Incident Management
Forecasting
Data Security
Change Management
Provisioning
Service Level Management
Trend Analysis
Process Improvement & Automation

Job Details

We are looking for a Salesforce Production Support Lead to join our client s team. This is a Hybrid role and requires you to be on-site for 2-3 days. Kindly find the detailed job description below, if interested do reply with your updated resume and contact information.

Position: Salesforce Production Support Lead

Location: San Jose, CA (Hybrid Role 2-3 days on-site)

Duration: Long Term Contract (Appx. 1 year with possibilities of extension)

  1. Platform Stability & Health

  • System Monitoring & Alerts: Proactive monitoring of Salesforce performance, integration jobs, and error logs.
  • Platform Health Checks: Daily/weekly checks for API limits, scheduled jobs, batch jobs, and error queues.
  • Incident Response & Resolution: Triage, resolve, and document incidents; manage severity levels and communication.

  1. Security & Compliance

  • User Access Management: Manage user provisioning, de-provisioning, and role/permission reviews.
  • Security Audits: Perform quarterly security reviews (profiles, permission sets, SSO, MFA compliance).
  • Data Protection: Monitor data loss prevention rules, encryption, and compliance with GDPR/CCPA.
  • Audit Logging: Review and monitor real-time event monitoring and threat detection logs.

  1. Release & Change Management

  • Salesforce Release Impact Assessment: Review Salesforce seasonal releases, identify feature impacts, and validate sandbox behavior.
  • Patch & Hotfix Management: Ensure emergency changes are deployed safely.
  • Deployment Support: Coordinate deployments (metadata, packages) and validate post-deployment stability.
  • Regression Testing: Run test scripts against critical functionality during each release cycle.

  1. Incident & Ticket Management

  • Ticket Triage & SLA Management: Categorize incidents (bug, enhancement, data fix) and track SLAs.
  • Root Cause Analysis (RCA): Conduct RCA for recurring issues and create knowledge articles.
  • Knowledge Base Maintenance: Build internal documentation and FAQs for Level 1/Level 2 support.

  1. Process Improvement & Automation

  • Trend Analysis: Review recurring tickets to identify patterns and opportunities for automation.
  • Workflow Optimization: Suggest enhancements to business processes (duplicate reduction, automation improvements).
  • Monitoring Integrations: Track external system failures and optimize error handling.

  1. Performance & Capacity Planning

  • License Utilization: Monitor license consumption and forecast usage.
  • Data Volume Monitoring: Track storage usage, archive old data, and optimize queries.
  • Performance Tuning: Review page load times, queries, and Apex performance.

  1. Communication & Stakeholder Management

  • Status Reporting: Weekly updates on ticket volume, and key incidents.
  • Business Liaison: Regular check-ins with business stakeholders to align on priorities.
  • User Training & Enablement: Conduct re sessions or quick videos on new features or fixes.

We are an Equal Opportunity Employer

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