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. (ref:hirist.tech)

📌 PTC - Technical Lead - Salesforce (Pune)
🏢 PTC Software India
📍 Pune