Position Summary :

We are seeking an experienced and highly motivated Support Technical Lead to lead the administration, production support, incident management, and continuous improvement of our Salesforce Sales Cloud platform.

Technical Leadership &

- Support Operations :
- Lead Salesforce Sales Cloud &
- Service Cloud support operations.
- Serve as the escalation point for critical incidents and technical issues.
- Mentor and guide Salesforce support team members.
- Ensure SLA compliance and support best practices.
- Drive process improvements and automation initiatives.

Salesforce Administration &

- Platform Management :
- Administer and support Salesforce Sales Cloud and Service Cloud.
- Manage users, roles, permissions, security, and configurations.
- Maintain platform security, compliance, and data integrity.
- Evaluate Salesforce releases and feature enhancements.
- Collaborate with architects and developers on scalable solutions.

Incident, Problem &

- Major Incident Management :
- Lead resolution of complex production incidents.
- Manage incident triage,



escalation, and communications.
- Coordinate cross-functional teams during major outages.
- Conduct root cause analysis and preventive actions.

Monitoring, Reliability &

- Continuous Improvement :
- Establish proactive monitoring and alerting practices.
- Monitor application performance, integrations, and system health.
- Analyze support metrics and operational trends.

Required Qualifications :

- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- 6 years of hands-on experience administering and supporting Salesforce Sales Cloud and Service Cloud environments.
- 2 years of experience leading support teams, technical operations, or platform support functions.
- Experience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow.
- Excellent stakeholder management, leadership, communication, and presentation skills.

📌 PTC - Technical Lead - Salesforce (India)
🏢 Ptc
📍 India