Employer description & source details
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, commun
Extracted skills: security, operations