Role Description

Lead I – Enterprise Solutions (Salesforce Support)

Experience Range: 6-9 Years

Hiring Location: Kochi/Trivandrum/Bangalore/Chennai/Pune/Kolkata/Gurgaon/Noida

Job Title

Lead I – Enterprise Solutions (Salesforce Support)

Job Summary

We are seeking a highly motivated Lead I – Enterprise Solutions skilled to provide operational support, incident management, and application support for Salesforce and related enterprise applications. The role requires leading Level 1 support activities, ensuring service excellence, managing production incidents, maintaining SLA compliance, and coordinating with cross-functional teams in a global support environment, including mandatory night-shift operations.

Must-Have Skills

Salesforce Application Support

• 5-8 years of experience in Salesforce application support and production support.
• Strong understanding of:
• Salesforce CRM
• User Management
• Roles, Profiles & Permissions
• Reports & Dashboards
• Approval Processes
• Workflows
• Data Management

• Experience supporting Salesforce users and resolving functional issues.





Incident & Production Support

• Experience managing:
• L1 Support Activities
• Incident Management
• Service Requests
• Problem Management
• SLA Tracking & Compliance

• Ability to perform:
• Incident Triage
• Root Cause Analysis
• Impact Assessment
• Prioritization and Escalation

• Experience supporting P1, P2, and Major Incidents.

Identity & Access Management

• Hands-on experience with:
• SailPoint
• User Provisioning & Deprovisioning
• Access Governance
• Role-Based Access Control
• Access Request Management

• Understanding of Identity and Access Management (IAM) processes.

Stakeholder & Service Management

• Experience working with global support teams and business users.
• Strong communication and stakeholder management skills.
• Ability to coordinate with L2/L3 teams, developers, administrators, and infrastructure teams.

ITSM & Support Operations

• Experience with ticke

📌 Lead I (Pune)
🏢 UST
📍 Pune