Pay Rate Range: $40.71 - 41.91/hr.
GBAMS ID: 10496072
Job Description: Production Support Incident Management Own L2L3 production support for Salesforce (Sales Cloud| Service Cloud| Experience Cloud| etc.)Act as primary escalation point for critical production incidents (P1P2)Lead incident triage| resolution| and communication with stakeholders Ensure SLA adherence and timely issue resolution Coordinate on-call support and support rotations Root Cause Analysis Problem Management Perform root cause analysis (RCA) for recurring or major incidents Drive permanent fixes and preventive actions Maintain problem records and track remediation progress Identify systemic issues and recommend platform improvements Release Change Management Support production deployments and release validation Review change requests for production readiness Coordinate with Dev| QA| and DevOps teams during releases Ensure rollback plans and post-deployment verification Salesforce Platform Management Monitor platform health| integrations| and data integrity Troubleshoot issues related to o Apex| Flows| Validation Rules o Integrations (RESTSOAP APIs| middleware) o Security| profiles| permission sets Ensure compliance with Salesforce best practices Stakeholder Team Leadership Act as bridge between business| IT| and Salesforce teams Provide clear status updates during incidents and outages Mentor and guide support analysts and junior admins Drive continuous improvement in support processes Documentation Governance Maintain runbooks| SOPs| and knowledge articles Improve monitoring| alerting| and automation Support audits| compliance| and governance standard
Skills:
Salesforce~Digital : Salesforce Sales Cloud
Experience Required:
6-8 years Skills: Category Name Required Importance Experience SkillCategoryTest1_MN Digital : Salesforce Administration and Functional Design Yes 1 7+ years
Job Description: Production Support Incident Management Own L2L3 production support for Salesforce (Sales Cloud| Service Cloud| Experience Cloud| etc.)Act as primary escalation point for critical production incidents (P1P2)Lead incident triage| resolution| and communication with stakeholders Ensure SLA adherence and timely issue resolution Coordinate on-call support and support rotations Root Cause Analysis Problem Management Perform root cause analysis (RCA) for recurring or major incidents Drive permanent fixes and preventive actions Maintain problem records and track remediation progress Identify systemic issues and recommend platform improvements Release Change Management Support production deployments and release validation Review change requests for production readiness Coordinate with Dev| QA| and DevOps teams during releases Ensure rollback plans and post-deployment verification Salesforce Platform Management Monitor platform health| integrations| and data integrity Troubleshoot issues related to o Apex| Flows| Validation Rules o Integrations (RESTSOAP APIs| middleware) o Security| profiles| permission sets Ensure compliance with Salesforce best practices Stakeholder Team Leadership Act as bridge between business| IT| and Salesforce teams Provide clear status updates during incidents and outages Mentor and guide support analysts and junior admins Drive continuous improvement in support processes Documentation Governance Maintain runbooks| SOPs| and knowledge articles Improve monitoring| alerting| and automation Support audits| compliance| and governance standard
Skills:
Salesforce~Digital : Salesforce Sales Cloud
Experience Required:
6-8 years Skills: Category Name Required Importance Experience SkillCategoryTest1_MN Digital : Salesforce Administration and Functional Design Yes 1 7+ years