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Tier-1 employer and metro location increase competition, but niche Salesforce production support and seniority moderate density.
Salesforce production support skills are transferable across industries, though pharma regulatory experience increases domain specificity.
Explicit 8–12 years requirement, mandatory Salesforce production support, ITIL and regulated environment make filters strict.
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Lead end-to-end production support operations for Salesforce enterprise platforms ensuring high availability, stability, and performance.
Own incident management including prioritization, escalation, resolution workflows, and serve as primary escalation point for critical incidents.
Manage team leadership, operational governance with SLA enforcement, continuous improvement initiatives, and collaboration with cross-functional teams for system resilience.
Master’s degree or Bachelor’s degree with 8-12 years experience in Information Systems / IT.
Strong experience in Salesforce Production Support or CRM Operations with incident management and SLA governance.
Hands-on knowledge of Salesforce platforms (Sales/Service/Health Cloud) and integrations such as MuleSoft and Databricks.
Familiarity with ServiceNow, Jira, ITIL processes, and experience in regulated environments (e.g., GxP compliance).
Experienced in leading production support teams in complex Salesforce-based enterprise environments with cross-functional collaboration.
Proven ability in operational governance, incident and problem management, and driving continuous service improvements.
Skilled in stakeholder management and communication within regulated settings ensuring compliance and business continuity.