Job Description:

- Act as the accountable operations owner for organization's Salesforce services across Sales Cloud, Service Cloud, Marketing Cloud, the Salesforce Platform, integrations, environments, and approved third-party components.

- Maintain the service model, support boundaries, ownership matrix, escalation paths, service calendar, critical business periods, and operational readiness requirements.

- Establish daily and weekly operational controls covering ticket queues, aging, priority, breaches, major incidents, failed jobs, integrations, releases, environment issues, and business-impacting risks.

- Ensure L1.5, L2, and L3 teams follow company ITSM processes and that incidents, requests, problems, changes, and knowledge records contain accurate status, ownership, evidence, and closure information.

- Provide clear operational reporting to product owners, business stakeholders, IT leadership, and governance forums.

- Incident, Request and Problem Management:

- Own operational triage and prioritization of Salesforce incidents and service requests, including access, configuration, reports, integrations, data correction, reprocessing, personalization, setup, and localization needs.

- Lead major-incident response, establish technical and business bridges, coordinate

- Salesforce, Cognizant, integration, infrastructure, and third-party teams, and maintain timely

- stakeholder communication.

- Track incidents end-to-end against agreed response and resolution targets, challenge stalled

- tickets, manage escalations, validate workarounds, and confirm business restoration before

- closure.

- Ensure recurring and high-priority issues receive root-cause analysis, permanent

- remediation, problem records, trend review, and effective prevention actions.

- Maintain and improve SOPs, runbooks, known-error records, knowledge articles, support

- handoffs, and self-service guidance to improve first-time resolution and reduce avoidable

- demand.

- Demand, Capacity and Release Management:

- Maintain a consolidated operational and enhancement demand view across defects, D1 and

- D2 changes, D3 initiatives, vulnerabilities, integration needs, platform upgrades, and

- technical debt.

- Coordinate prioritization, forecasting, effort estimation, conflict checks, sprint capacity, skills,

- and dependencies with product owners, Cognizant, architecture, QA, security, and

- integration teams.

- Track demand throughput, story readiness, sprint commitments, utilization, carryover,

- blockers, release dates, business acceptance, and deployment outcomes.

- Govern monthly, planned,



and emergency release calendars, ensuring change approvals,

- test evidence, UAT status, segregation of duties, deployment and rollback plans,

- communications, and support readiness.

- Coordinate Salesforce upgrade-impact assessments and ensure resulting remediation is

- planned through the approved demand and release process.

- SLA, KPI and Partner Governance:

- Own the operational scorecard covering response and resolution, ticket aging, backlog,

- reopened incidents, major incidents, availability, root-cause completion, demand throughput,

- release quality, defects, customer satisfaction, and continuous improvement.

- Run weekly service reviews and monthly or quarterly governance with Cognizant,

- Salesforce, and other partners, maintaining clear actions, risks, decisions, escalations, and

- recovery plans.

- Validate partner performance and service reports against ITSM and delivery evidence,

- challenge exclusions or clock stops, and ensure service credits or commercial remedies are

- evaluated where applicable.

- Manage partner capacity, skills coverage, offshore and onsite coordination, resource

- continuity, onboarding, access, knowledge transfer, leave coverage, and replacement plans.

- Ensure responsibilities across Salesforce, integration layers, upstream and downstream

- applications, and third-party products are explicit so tickets and problems are not delayed by

- ownership disputes.

- Budget, Commercial and License Management:

- Own the Salesforce operations budget, forecast, accruals, purchase orders, invoice

- validation, managed-service charges, project or demand costs, and variance reporting.

- Track contract consumption, enhancement capacity, out-of-scope requests, change controls,

- rate cards, ramp-up or ramp-down decisions, and commercial commitments.

- Coordinate license inventory, assignment, utilization, renewal planning, edition and feature

- needs, sandbox or setting costs, and cost-optimization opportunities with relevant

- owners.

- Review vendor proposals and estimates for completeness, benchmark effort and rates,

- identify duplicate or avoidable cost, and provide recommendations for approval.





- Maintain transparent financial and capacity dashboards linking spend and partner effort to

- service performance, roadmap priorities, delivery outcomes, and realized value.

- Risk, Compliance and Continuous Improvement:

- Coordinate operational controls for access, privileged administration, data privacy, audit

- evidence, vulnerability remediation, backup and recovery ownership, retention, and

- regulatory requirements.

- Maintain the operational risk register and ensure material service, capacity, security, data,

- vendor, upgrade, and continuity risks have owners, target dates, and tested mitigations.

- Plan and coordinate resilience, disaster-recovery, business-continuity, access-review, audit,

- and critical-business-period readiness activities.

- Use ticket, release, performance, user, and cost data to identify automation, monitoring,

- process simplification, knowledge, and platform improvements.

- Drive year-over-year reduction in avoidable incidents and support effort while improving

- service quality, business confidence, release predictability, and partner accountability.

- Skills and Abilities:

- Robust operational knowledge of Salesforce Platform, Sales Cloud, Service Cloud, Marketing

- Cloud, integrations, environments, access, releases, monitoring, and support dependencies.

- Expertise in ITIL-aligned incident, major incident, service request, problem, change, release,

- knowledge, configuration, service-level, and continuous-improvement management.

- Strong demand and capacity-management skills across backlog prioritization, forecasting,

- estimation, sprint commitments, delivery throughput, release calendars, and resource

- planning.

- Ability to manage SLAs and KPIs using evidence from ITSM, delivery, monitoring, and

- customer data and to convert performance gaps into accountable recovery plans.

- Strong managed-service and vendor-governance skills covering partner performance,

- resource continuity, escalations, commercial obligations, service reviews, and executive

- governance.

- Strong financial-management skills covering budgets, forecasts, accruals, purchase orders,

- invoices, contracts, rate cards, license utilization, change control, and cost optimization.

- Working understanding of Salesforce configuration, data, APIs, integrations, security,

- Dev Ops, testing, and upgrade impacts sufficient to challenge technical teams and prioritize

- operational risk.

- Excellent stakeholder communication, negotiation, reporting, facilitation, prioritization, and

- leadership skills.

📌 Salesforce Operations Lead (India)
🏢 Acme Services Private
📍 India