Salesforce Service Owner

A senior Salesforce professional who combines hands-on development with end-to-end service ownership of production Salesforce orgs: support SLAs, P1/P2 incidents, team capacity, security and compliance.

• Own end-to-end service delivery across all Salesforce orgs.
  
• Maintain ticket SLAs as per the IT service governance model, monitor production tickets and lead P1/P2 incident management.
  
• Manage support team capacity and ticket volume, and report remaining capacity for other tasks to IT project managers.
  
• Plan team leave so support is covered on all days.
  
• Review tickets to make sure they carry correct and complete information.
  
• Identify service improvements and cost-optimisation initiatives.
  
• Track upcoming Salesforce releases and analyse their impact on production orgs.
  
• Maintain support documentation requested on an ongoing basis.
  
• Prepare and present monthly service reviews on org health with IT and business teams.
  
• Stay hands-on: write, review and deploy Salesforce code and own production support.
  

• Conduct user access reviews every 6 months.
  
• Follow the change-management process and other compliance requirements.
  
• Prepare and review service documents with the team, such as the authorisation concept and logging concept.
  
• Own end-to-end security of the orgs, including SAST and Fortify scan findings.
  

• Join sprint planning calls to find where the second-line support team can help the build team.
  
• Lead discussions on backup and archiving, security-tool assessments and tool POCs.
  
• Support IT project managers with planning and other topics as required.
  

• 10+ years of overall IT experience, including 8 to 12 years of hands-on Salesforce development (Apex, LWC, Flows, deployments).
  
• 4+ years in Salesforce service ownership or service delivery management.
  
• Proven P1/P2 incident management and production support ownership (mandatory).
  
• Experience with SLA management, team capacity planning, monthly service reviews, audits, user access reviews and security compliance.
  
• Working knowledge of Salesforce AI capabilities.
  
• Clear communication with business and IT stakeholders.
  

Interviews may include a hands-on coding exercise.

Location: Hybrid – Indore or Chennai. Employment: Full-time. Openings: 2. Notice period: immediate joiners preferred; up to 45 days.