Salesforce Support Technical Lead

7 days ago

Pune, India Johnson Controls Full time

Shift : North America Hours What you will do? The Salesforce Support Technical Lead oversees the daily support and administration of our Salesforce CRM. You will lead and coordinate the support analysts, providing technical guidance and acting as primary escalation point. Additionally, you will collaborate with cross-functional teams, including project managers, business analysts, and technical architects, to ensure the team supports business needs. How you will do it? · Oversee the daily operations, maintenance, and support of Salesforce ensuring high availability and reliability. Use ServiceNow to manage team workload distribution and track incident/request progress. · Monitor performance metrics, identifying trends and implementing corrective actions. · Prepare and present monthly operations review to leadership. · Collaborate with cross-functional teams to support system and infrastructure changes, prioritizing and allocating team resources to activities. · Identify Technical debt in org in line with salesforce product lifecycles and upgrades. · Create and maintain technical documentation and process documentation for Salesforce applications. · Drive continuous improvement across the team in support processes, automation, and knowledge sharing. · Apply DevOps principles and Agile methodologies to improve release and support workflows. · Ensure adherence to audit, governance, compliance, and change management standards. What we look for: · 6+ years’ experience in Salesforce Support Tech Lead role or similar · Knowledge of Apex, Visualforce, Lightning and more. · Salesforce certifications required. - Salesforce Administrator, Platform Developer 1 Certification is minimum required. Third level degree in related field. · Experience with web and mobile systems integrated with various platform such as ERP, SFDC (with and without middleware) and more. Heroku experience an advantage. · Strong understanding of devops principles and practices including use of JIRA or similar. · Experience with ServiceNow or similar tool for ticket handling and reporting. · Excellent communication skills to work effectively with business stakeholders globally. · Leadership experience, problem-solving skills and attention to detail. · Working hours and flexibility – set hours with occasional flexibility for urgent issues or peak times. We support work-life balance and respect personal time. · Fluent English (must)

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