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Strong employer brand and metro Hyderabad location increase competition despite niche Salesforce support requirements.
Core Salesforce, ITIL, and regulated-compliance skills transfer cross-industry, but GxP preference raises specificity.
Explicit 8-12 years plus mandatory Salesforce, ITIL, and regulated-experience preferences make shortlisting strict.
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Lead end-to-end Salesforce production support operations ensuring high availability, stability, and performance of OneCRM and integrated enterprise platforms.
Own incident management including prioritization, escalation, resolution workflows, and serve as primary escalation point for critical incidents (P1/P2/P3).
Drive operational governance, SLA adherence, continuous improvement, and cross-functional collaboration to maintain platform reliability and business continuity.
8-12 years of experience in Information Systems / IT.
Master's degree or Bachelor's degree.
Strong experience in Salesforce production support, incident management, and ITIL processes (incident, problem, change management).
On-site location: Hyderabad, India.
Experienced leader in Salesforce platform support with hands-on knowledge of Sales/Service/Health Cloud and integrations (MuleSoft, APIs, Databricks).
Proven skills in managing service delivery, SLA governance, and stakeholder communication in regulated or compliance-focused environments.
Ability to manage cross-functional teams including onshore/offshore resources and coordinate between business and technical teams for operational excellence.