Senior Staff Engineer (Salesforce, Service Ownership)

Requirements

• Experience : 7.5years
• Strong experience in Salesforce service ownership production support and end-to-end service management across multiple Salesforce organizations.
• Proven experience leading and managing Salesforce support teams including workload allocation capacity planning performance monitoring and resource scheduling.
• Strong understanding of IT Service Management (ITSM) processes incident management ticket management SLA monitoring and escalation management.
• Experience managing production tickets and ensuring compliance with defined service governance models and operational procedures.
• Ability to analyze ticket volumes monitor team capacity and provide resource utilization and availability reports to project and service managers.
• Experience in service reviews operational reporting stakeholder management and presenting service performance metrics to business and IT leadership.
• Strong understanding of Salesforce releases release impact assessments production readiness and coordination with development and support teams.
• Experience with Salesforce security access management authorization concepts and periodic User Access Reviews.
• Knowledge of application security practices including SAST Fortify scans vulnerability remediation and security compliance.
• Experience with IT change management audit requirements compliance processes and service documentation.
• Ability to prepare and maintain operational and technical documentation including authorization concepts logging concepts and support procedures.
• Experience collaborating with Salesforce build teams and participating in sprint planning to identify support team contributions.
• Familiarity with backup and archiving solutions security tool assessments and proof-of-concept initiatives.
• Strong leadership communication analytical and problem-solving skills.
• Ability to coordinate across technical teams business stakeholders security teams and project managers.
• Strong organizational and planning skills with the ability to manage multiple priorities while maintaining service quality and operational continuity.

Responsibilities

• Own and manage end-to-end Salesforce service operations across multiple organizations ensuring service stability availability and operational efficiency.
• Lead and manage the Salesforce support team ensuring effective task allocation team performance and adherence to service delivery standards.
• Monitor production tickets and ensure timely resolution in accordance with Service Level Agreements (SLAs) and the ITS governance model.
• Manage support team capacity ticket volumes workload distribution and resource availability providing regular capacity reports to ITS Project Managers for planning additional activities.
• Coordinate team leave plans and resource schedules to ensure adequate support coverage across all working days.
• Review support tickets to ensure accurate information appropriate categorization and compliance with defined ticket management guidelines.
• Identify service improvement opportunities operational efficiencies and cost optimization initiatives across Salesforce support operations.
• Monitor upcoming Salesforce releases assess their potential impact on production organizations and coordinate necessary testing readiness and implementation activities.
• Maintain and update service documentation operational procedures and support knowledge repositories as required.
• Prepare and present monthly service review meetings with ITS and business stakeholders covering organization health ticket trends SLA performance risks and improvement initiatives.
• Conduct User Access Reviews every six months and ensure appropriate access governance across Salesforce organizations.
• Ensure adherence to ITS change management processes audit requirements security standards and other compliance obligations.
• Prepare review and maintain service documentation including authorization concepts logging concepts and other relevant operational and security documents.
• Manage end-to-end Salesforce security activities including coordination and remediation of findings from Static Application Security Testing (SAST) Fortify scans and related security assessments.
• Participate in sprint planning meetings to identify opportunities for the Level 2 Support (L2S) team to support the Salesforce build and development teams.
• Lead discussions and coordinate initiatives related to backup and archiving security tool assessments proof of concepts (POCs) and other operational improvements.
• Support ITS Project Managers with service planning resource forecasting operational reporting risk management and other delivery-related activities.
• Collaborate with Salesforce development teams business stakeholders security teams and IT service management teams to ensure reliable service delivery and continuous improvement.

Qualifications :

Bachelors or masters degree in computer science Information Technology or a related field.

Remote Work :

No

Employment Type :

Full-time