Salesforce Production Support Technical Project Manager

Job Role: Salesforce Production Support Technical Project Manager
Location : Atlanta, GA
Duration: 12 months

Job Description:
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.