Salesforce Support Lead

Key Responsibilities

• Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.
• Lead L2 support operations including Incident, Service Request, Problem, Change, and Release Management for Salesforce platform.
• Manage major incidents, escalations, and stakeholder communications to minimize business disruption.
• Coordinate with business users, development teams, vendors, and platform owners to resolve production issues in a timely manner
• Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement initiatives.
• Govern production changes, release deployments, CAB activities, and operational readiness reviews.
• Produce service performance reports, operational dashboards, and executive management updates.
• Manage support team performance, resource planning, shift coverage, knowledge management, and continuous improvement activities
• Drive operational excellence initiatives to improve service quality and efficiency
• Ensure compliance with IT governance, audit, security, and data privacy requirements

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 10+ years of IT operations or service delivery experience, with at least 3 years in a Service Delivery Manager or Application Support Manager role.
• Strong knowledge of ITIL processes, with hands-on experience using ServiceNow.
• Experience in managing L2 application support for Luxury Retail and CRM Salesforce experience, no need for programing or coding level.
• Strong leadership, communication, analytical, and problem-solving skills.
• ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.
• Excellent written and spoken English