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Tier-1 employer and metro location increase competition, though Salesforce production-support specialization limits applicant pool.
Salesforce production-support, ITIL practices, and GxP experience create high industry specificity.
Explicit 8–12 years plus mandatory Salesforce, ITIL, and regulated (GxP) experience makes filters strict.
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Lead end-to-end Salesforce production support ensuring high availability, stability, and performance of critical enterprise platforms including OneCRM and integrations.
Own incident management workflows, acting as primary escalation for P1/P2/P3 incidents and drive rapid resolution aligned with SLA adherence.
Manage cross-functional teams, enforce operational governance, and lead continuous improvement initiatives including monitoring, automation, and process optimization.
Bachelor's or Master’s degree in Information Systems / IT or related field.
8-12 years of professional IT experience, preferably in production support or CRM operations.
Strong experience with Salesforce platform (Sales/Service/Health Cloud) and integrations such as MuleSoft and Databricks.
Familiarity with ITIL processes, ServiceNow/Jira ticketing, and regulated environment compliance (GxP).
Experienced leader with proven ability to manage multi-disciplinary production support teams (onshore/offshore) and drive operational excellence.
Proficient in incident and problem management with strong stakeholder communication skills across business and technical teams.
Skilled at implementing monitoring/automation enhancements and continuous process improvements in complex Salesforce and integrated ecosystems.