Senior Salesforce Developer - 14+ years experience

Job Description

• Lead and manage the Salesforce production support function, ensuring high system availability, stability, and performance across Sales Cloud, Service Cloud, and Experience Cloud

• Oversee incident, problem, and change management processes, including triaging issues, root cause analysis, and timely resolution within SLAs

• Manage and mentor a team of Salesforce support engineers, administrators, and developers, fostering a culture of accountability and continuous improvement

• Act as the primary point of contact for business stakeholders, ensuring effective communication on incidents, enhancements, and system performance

• Collaborate with product owners, engineering teams, and architects to prioritize defects, minor enhancements, and production fixes

• Drive continuous improvement initiatives, including automation of support processes, reduction of recurring issues, and technical debt management

• Ensure proper monitoring, alerting, and observability across Salesforce environments

• Oversee release support activities including deployments, validation, and post-release monitoring

• Maintain governance around production changes, ensuring adherence to DevOps processes, security standards, and compliance requirements

• Coordinate with cross-functional teams (integration, infrastructure, data, and security) to resolve complex production issues

• Stay current with Salesforce platform updates and proactively assess impact on production environments

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

• Minimum 10+ years of experience in IT, with 7+ years on the Salesforce platform

• Minimum 3+ years of experience in a production support leadership or managerial role

• Strong experience in Salesforce production support, incident management, and service operations

• Deep understanding of Salesforce architecture, data model, and platform capabilities

• Hands-on experience with Apex, Lightning Web Components (LWC), Flows, and integrations

• Experience with ITIL processes (Incident, Problem, Change Management)

• Experience managing DevOps and deployment processes (Copado, Gearset, Jenkins, etc.)

• Proven ability to manage SLAs, KPIs, and service performance metrics

• Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences

• Experience working in Agile environments and collaborating with distributed teams