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Niche Salesforce multi-cloud skillset and mid-level seniority produce moderate applicant competition.
High domain specificity (Salesforce ITSM, multi-cloud commerce), limiting cross-industry transferability.
Explicit 6+ years and mandatory ITSM/Salesforce experience make filtering relatively strict.
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Own end-to-end problem management for recurring incidents across all Salesforce clouds, including root cause analysis and permanent fix tracking.
Act as escalation hub coordinating between L2/L3 support teams and specialist resources across multiple brands, ensuring SLA targets are met and managing major incident processes.
Consolidate incident/problem trends for continuous improvement, facilitate project and steering committee meetings, and coordinate cross-team collaboration including security incident support.
Minimum 6+ years of experience in IT service management including incident and problem management within a multi-cloud CRM/Commerce/Marketing environment.
Strong understanding of Salesforce Core, Commerce Cloud, and Marketing Cloud support models and dependencies.
Experience managing SLA-driven support operations involving multiple stakeholders and business units.
Fluent English; experience with ITSM and reporting tools; location requirement: Bengaluru, India (remote/hybrid options country-dependent).
Experienced in ITIL-based service management and multi-cloud Salesforce environments with demonstrated analytical and reporting skills.
Capable of coordinating technical and business stakeholders across geographies with excellent facilitation and communication abilities.
Experienced in retail, luxury goods, or omnichannel commerce environments is preferred; ITIL and Salesforce certifications are advantageous.