Salesforce Data Production Support Manager (Onsite Hybrid)
About The Position
NTT DATA is seeking a Salesforce Data Production Support Manager to join their team. This role is responsible for leading and managing the Salesforce production support function, ensuring high system availability, stability, and performance. The manager will oversee incident, problem, and change management processes, manage a team of Salesforce professionals, and act as a key point of contact for business stakeholders. The position involves collaboration with various teams to prioritize issues, drive continuous improvement, and ensure adherence to governance and compliance requirements. The role also requires staying updated on Salesforce platform changes and their impact on production environments.
Requirements
- 10+ years of experience in IT, with 7+ years on the Salesforce platform
- Minimum 3+ years of experience in a production support leadership or managerial role
- 7+ years of strong experience in Salesforce production support, incident management, and service operations
Nice To Haves
- Deep understanding of Salesforce architecture, data model, and platform capabilities
- Hands-on experience with Apex, Lightning Web Components (LWC), Flows, and integrations
- Experience with ITIL processes (Incident, Problem, Change Management)
- Experience managing DevOps and deployment processes (Copado, Gearset, Jenkins, etc.)
- Proven ability to manage SLAs, KPIs, and service performance metrics
- Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences
Responsibilities
- Lead and manage the Salesforce production support function, ensuring high system availability, stability, and performance across Sales Cloud, Service Cloud, and Experience Cloud
- Oversee incident, problem, and change management processes, including triaging issues, root cause analysis, and timely resolution within SLAs
- Manage and mentor a team of Salesforce support engineers, administrators, and developers, fostering a culture of accountability and continuous improvement
- Act as the primary point of contact for business stakeholders, ensuring effective communication on incidents, enhancements, and system performance
- Collaborate with product owners, engineering teams, and architects to prioritize defects, minor enhancements, and production fixes
- Drive continuous improvement initiatives, including automation of support processes, reduction of recurring issues, and technical debt management
- Ensure proper monitoring, alerting, and observability across Salesforce environments
- Oversee release support activities including deployments, validation, and post-release monitoring
- Maintain governance around production changes, ensuring adherence to DevOps processes, security standards, and compliance requirements
- Coordinate with cross-functional teams (integration, infrastructure, data, and security) to resolve complex production issues
- Stay current with Salesforce platform updates and proactively assess impact on production environments
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
