Senior Staff Engineer (Salesforce, Service Ownership)

Requirements

• Experience : 7.5+years
• Strong experience in Salesforce service ownership, production support, and end-to-end service management across multiple Salesforce organizations.
• Proven experience leading and managing Salesforce support teams, including workload allocation, capacity planning, performance monitoring, and resource scheduling.
• Strong understanding of IT Service Management (ITSM) processes, incident management, ticket management, SLA monitoring, and escalation management.
• Experience managing production tickets and ensuring compliance with defined service governance models and operational procedures.
• Ability to analyze ticket volumes, monitor team capacity, and provide resource utilization and availability reports to project and service managers.
• Experience in service reviews, operational reporting, stakeholder management, and presenting service performance metrics to business and IT leadership.
• Strong understanding of Salesforce releases, release impact assessments, production readiness, and coordination with development and support teams.
• Experience with Salesforce security, access management, authorization concepts, and periodic User Access Reviews.
• Knowledge of application security practices, including SAST, Fortify scans, vulnerability remediation, and security compliance.
• Experience with IT change management, audit requirements, compliance processes, and service documentation.
• Ability to prepare and maintain operational and technical documentation, including authorization concepts, logging concepts, and support procedures.
• Experience collaborating with Salesforce build teams and participating in sprint planning to identify support team contributions.
• Familiarity with backup and archiving solutions, security tool assessments, and proof-of-concept initiatives.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to coordinate across technical teams, business stakeholders, security teams, and project managers.
• Strong organizational and planning skills, with the ability to manage multiple priorities while maintaining service quality and operational continuity.

Responsibilities

• Own and manage end-to-end Salesforce service operations across multiple organizations, ensuring service stability, availability, and operational efficiency.
• Lead and manage the Salesforce support team, ensuring effective task allocation, team performance, and adherence to service delivery standards.
• Monitor production tickets and ensure timely resolution in accordance with Service Level Agreements (SLAs) and the ITS governance model.
• Manage support team capacity, ticket volumes, workload distribution, and resource availability, providing regular capacity reports to ITS Project Managers for planning additional activities.
• Coordinate team leave plans and resource schedules to ensure adequate support coverage across all working days.
• Review support tickets to ensure accurate information, appropriate categorization, and compliance with defined ticket management guidelines.
• Identify service improvement opportunities, operational efficiencies, and cost optimization initiatives across Salesforce support operations.
• Monitor upcoming Salesforce releases, assess their potential impact on production organizations, and coordinate necessary testing, readiness, and implementation activities.
• Maintain and update service documentation, operational procedures, and support knowledge repositories as required.
• Prepare and present monthly service review meetings with ITS and business stakeholders, covering organization health, ticket trends, SLA performance, risks, and improvement initiatives.
• Conduct User Access Reviews every six months and ensure appropriate access governance across Salesforce organizations.
• Ensure adherence to ITS change management processes, audit requirements, security standards, and other compliance obligations.
• Prepare, review, and maintain service documentation, including authorization concepts, logging concepts, and other relevant operational and security documents.
• Manage end-to-end Salesforce security activities, including coordination and remediation of findings from Static Application Security Testing (SAST), Fortify scans, and related security assessments.
• Participate in sprint planning meetings to identify opportunities for the Level 2 Support (L2S) team to support the Salesforce build and development teams.
• Lead discussions and coordinate initiatives related to backup and archiving, security tool assessments, proof of concepts (POCs), and other operational improvements.
• Support ITS Project Managers with service planning, resource forecasting, operational reporting, risk management, and other delivery-related activities.
• Collaborate with Salesforce development teams, business stakeholders, security teams, and IT service management teams to ensure reliable service delivery and continuous improvement.