Salesforce Production Support Lead

Job Title: Salesforce Production Support Lead

Job Location: Jersey City, NJ

Job Type: Contract.

• Seeking an experienced Salesforce Production Support Lead to provide L2 and L3 production support for enterprise Salesforce applications and integrations.
• The ideal candidate will support incident management, troubleshooting, deployments, user administration, and operational stability across Salesforce environments while collaborating with business and technical teams to ensure high system availability and performance.

Requirement/Must Have:

• Strong hands-on experience in Salesforce Production Support at L2 and L3 levels.
• Strong understanding of Salesforce data models, security models, workflows, validation rules, and automation.
• Experience supporting Salesforce Sales Cloud, Service Cloud, and Experience Cloud.
• Knowledge of integrations, batch jobs, scheduled processes, and data interfaces.
• Experience using ticketing and incident management tools such as ServiceNow or Jira.
• Strong troubleshooting and root cause analysis skills.
• Ability to analyze logs, debug production issues, and work effectively in high-pressure environments.
• Strong understanding of ITIL processes including Incident, Problem, and Change Management.
• Excellent communication and stakeholder management skills.
• Experience supporting production deployments, hotfixes, and release activities.

Experience:

• Experience monitoring Salesforce system health, integrations, scheduled jobs, and data loads.
• Experience performing root cause analysis and implementing preventive fixes for recurring issues.
• Experience managing Salesforce user access, profiles, roles, permission sets, and security requests.
• Experience performing data fixes, data loads, and cleanup activities using Salesforce Data Loader.
• Experience maintaining operational documentation, support runbooks, SOPs, and known error logs.
• Experience supporting on-call and weekend production support activities.
• Experience leading or mentoring support teams preferred.
• Experience supporting large-scale enterprise Salesforce implementations preferred.
• Experience working within regulated or audit-driven environments preferred.
• Salesforce App Builder and Platform Developer I certifications preferred.

Responsibilities:

• Provide L2 and L3 production support for Salesforce applications and custom integrations.
• Handle production incidents, defects, and service requests in accordance with defined SLAs.
• Monitor system performance, integrations, batch jobs, and scheduled processes.
• Perform root cause analysis and implement long-term resolutions for recurring production issues.
• Collaborate with business users, development teams, QA teams, and DevOps teams for issue resolution and enhancements.
• Support deployments, hotfixes, release validation, and post-deployment activities.
• Manage Salesforce user access, security roles, profiles, and permission sets.
• Perform data management activities including data loads, fixes, and cleanup operations.
• Maintain support documentation, operational procedures, and knowledge repositories.
• Ensure compliance with ITIL support and change management processes.
• Communicate issue status, risks, and resolutions to stakeholders and leadership teams.
• Participate in on-call support rotations and weekend support activities as required.

Should Have:

• Strong leadership and mentoring capabilities.
• Ability to manage multiple production priorities effectively.
• Strong analytical and problem-solving skills.
• Experience working in enterprise support environments.

Skills:

• Salesforce Production Support.
• Salesforce Sales Cloud.
• Salesforce Service Cloud.
• Salesforce Experience Cloud.
• Salesforce Security Model.
• Workflows and Automation.
• Validation Rules.
• Salesforce Data Loader.
• ServiceNow.
• Jira.
• ITIL Processes.
• Incident Management.
• Change Management.
• Root Cause Analysis.
• Batch Processing.
• Data Interfaces.
• Release Management.
• Production Support.

Qualification And Education:

• Bachelor s degree in Computer Science, Information Technology, Business, or a related field preferred.
• Salesforce App Builder and Platform Developer I certifications preferred.