Salesforce Incident Manager

3 weeks ago

Kolkata, West Bengal, India Innover Digital Full time

Role Summary:

Responsible for managing the intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. This role ensures timely resolution or escalation of service cases and supports the transition to a scalable Level 2 support model.

Key Responsibilities:

  • Monitor and manage incoming Salesforce incident tickets
  • Triage issues and route to appropriate project team members (Admin, Dev, Project Manager or backlog submission)
  • Communicate with internal users to resolve or escalate cases
  • Ensure SLA adherence and proper documentation of case resolutions
  • Identify repeat issues and contribute to FAQ and known issue documentation

Required Skills & Experience:

  • Strong familiarity with Salesforce Service Cloud (navigation, case management)
  • Experience in incident handling, triage, and escalation workflows
  • Clear and professional communication skills; comfortable with user engagement
  • Detail-oriented and able to work under pressure across shifts
  • Technical aptitude with patience for user learning curves
  • Familiarity with internal tooling (e.g., Kayako, backlog forms)

Work Model:

  • Follow-the-Sun coverage: 6AM – 2AM ET, with light weekend support.
  • Experience in Salesforce Service Cloud and case management
  • Strong communication and triage skills
  • Availability for coverage across a Follow-the-Sun model (6AM–2AM ET)
  • Familiarity with incident handling, backlog submission, and escalation paths
  • We will plan to uptrain on Salesforce, allow some shadow time with the project team and current pilot customer case issue management as outlined.

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