Salesforce Production Support Analyst

Who We Are Looking For:

We are seeking an experienced Salesforce Production Support Engineer who is strong in troubleshooting, deployment, ITSM processes, and support for complex Salesforce environments — ideally within financial services .

You will lead support initiatives, mentor junior team members, collaborate in Agile teams, and ensure stability and reliability of Salesforce applications through automation, monitoring, and continuous improvement.

Key Responsibilities:

• Provide Level 2/3 production support for Salesforce applications, ensuring seamless operations.
• Lead and participate in development, testing, release management, and environment maintenance.
• Troubleshoot and resolve complex incidents within defined SLAs.
• Execute root cause analysis and implement preventative measures.
• Support incident, problem, and change management using ITIL best practices.
• Integrate non-functional monitoring, security controls, and compliance.
• Participate in an on-call rotation for critical incidents.
• Lead moderately complex projects and guide less experienced teammates.
• Support automated unit testing, integration, functional testing, and monitoring.
• Work directly with Product Owners to refine user stories and deliver high-quality release increments.
• Provide thorough documentation and knowledge transfer to production support teams.

Required Qualifications:

• Bachelor’s degree in Computer Science or related field and 6–10 years of experience (or equivalent)
• 5+ years in Salesforce production support
• Strong understanding of Salesforce configuration, metadata, data structures
• Experience with ITSM tools: ServiceNow, Remedy, or similar
• Familiarity with release deployment strategies for Salesforce
• Strong troubleshooting, analytical, and communication skills
• Knowledge of ITIL processes (Incident/Problem/Change Management)
• Ability to plan projects, mentor juniors, and manage complex problem-solving

Preferred Qualifications:

• Master’s degree and 10+ years of relevant experience
• Salesforce certifications (Admin, Platform App Builder, etc.)
• Financial/banking domain experience (regulated environments)
• Experience with:
  • CI/CD tools — GitLab, Copado
  • Cloud Platforms — AWS / Azure
  • Containerization — Docker, Kubernetes
  • Open Source ecosystems
  • SOA, API integration, microservices architectures