Job Description

Purpose:
Lead the Salesforce Level 2 Support function, ensuring the stability, availability, performance, and continuous improvement of the Salesforce platform and its integrated ecosystem. Accountable for incident management, service operations, platform support strategy, vendor management, regulatory compliance, and the delivery of high-quality support services that enable business operations and customer outcomes.

Key Responsibilities:

Service Operations & Support Leadership
- Own the end-to-end Level 2 support strategy for the Salesforce platform, including Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, and associated integrations.
- Ensure platform availability, service reliability, and operational excellence through proactive monitoring and support processes.
- Lead major incident management activities, ensuring rapid restoration of service and effective stakeholder communication.
- Establish and govern support SLAs, OLAs, KPIs, and customer satisfaction measures.




- Drive root cause analysis and problem management practices to reduce recurring incidents.

Platform Governance & Risk Management
- Ensure compliance with enterprise technology standards, security policies, regulatory obligations, and audit requirements.
- Oversee platform release readiness, change management, and production deployment governance.
- Manage operational risks and ensure appropriate controls are embedded across support processes.
- Maintain disaster recovery and business continuity capabilities for Salesforce services.

Stakeholder & Business Engagement
- Act as the senior escalation point for business stakeholders, technology teams, and executive leadership.
- Develop solid partnerships with Product Owners, Engineering Leads, Architecture, Security, Infrastructure, and Vendors.
- Translate business priorities into support and operational plans.
- Provide regular service performance reporting to senior leadership and governance forums.

Continuous Im

📌 Director of Platform Reliability (Hyderabad)
🏢 London Stock Exchange Group
📍 Hyderabad