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 professional 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 ticketing and service management tools.
- Understanding of:
- Incident Management
- Change Management
- Service Requests
- Escalation Management

- Knowledge of SLA and KPI monitoring.

Good-to-Have Skills

- Salesforce Administrator Certification.
- Experience supporting:
- Salesforce CPQ
- PSA (Professional Services Automation)

- Knowledge of:

- Business Process Management (BPM)
- ITIL Framework
- ServiceNow
- Jira

- Exposure to enterprise applications integrated with Salesforce.
- Knowledge of access governance and security compliance practices.
- Experience working in 24x7 global support environments.
- Basic Salesforce administration activities.
- Exposure to Agile methodologies.

Roles &

- Responsibilities

Salesforce Enterprise Application Support

- Serve as the primary support lead for Salesforce and integrated enterprise applications.
- Manage Level 1 support activities for incidents, service requests, and user queries.
- Provide support for:
- User access and authentication issues
- Salesforce navigation and functionality
- Reports and dashboards
- Approval processes and workflows
- Data maintenance and record updates
- User, role, profile, and permission requests
- Salesforce CPQ and PSA-related support

- Ensure proper documentation of incidents, resolutions, and troubleshooting steps.




- Escalate complex issues to Salesforce Administrators, Developers, and L2/L3 teams.

Identity &

- Access Management

- Manage access provisioning, deprovisioning, and modification requests through SailPoint.
- Support employee onboarding, transfers, and offboarding processes.
- Ensure adherence to security and access governance policies.
- Coordinate with application owners and business stakeholders for access-related approvals.

Production Support &

- Incident Management

- Lead day-to-day production support operations.
- Monitor application performance and operational health.
- Manage incident response and resolution activities.
- Support major incident management processes (P1/P2).
- Coordinate with infrastructure, application, and business teams for service restoration.
- Provide timely communication and status updates during critical incidents.

Service Excellence &

- Compliance

- Ensure SLA adherence and service quality standards.
- Identify recurring issues and recommend preventive measures.
- Participate in on-call, weekend, and night-shift support rotations.
- Drive continuous improvement in support processes and operational efficiency.

Key Requirements

- Strong experience in Salesforce production support and incident management.
- Hands-on experience with SailPoint and Identity Access Management (IAM).
- Experience handling L1 support operations in enterprise environments.
- Positive understanding of Salesforce security, user management, and access controls.
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management capabilities.
- Ability to work in global support environments and mandatory night shifts.
- Experience managing critical incidents and ensuring SLA compliance.

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