Salesforce Production Support Lead

Job Title: Salesforce Production Support Lead

Location: Mississauga, ON (onsite)

Duration: 6- 12 months

Job Description:

We are seeking an experienced Salesforce Production Support Lead (Senior Consultant / Manager level) to provide L2/L3 production support for enterprise Salesforce applications. The role requires strong hands-on troubleshooting skills, stakeholder coordination, and ownership of production stability, including incident management, root cause analysis, and release support.

Key Responsibilities

· Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, Experience Cloud, and custom integrations

· Handle production incidents, service requests, and defects in line with defined SLAs

· Monitor system health, batch jobs, integrations, data loads, and scheduled processes

· Perform root cause analysis (RCA) for recurring issues and implement permanent preventive fixes

· Coordinate with business users, development, QA, and DevOps teams for issue resolution and enhancements

· Support deployments, hotfixes, release activities, and post-deployment validation

· Manage user access, profiles, roles, permission sets, and security-related requests

· Perform data fixes, data loads, and clean-up activities using Salesforce Data Loader

· Maintain operational documentation, known error logs, support runbooks, and SOPs

· Ensure adherence to ITIL processes including Incident, Problem, and Change Management

· Communicate clearly with stakeholders on issue status, risks, and resolutions

· Provide on-call and weekend production support as required

Required Skills & Experience

· Strong hands-on experience in Salesforce Production Support (L2/L3)

· Good understanding of Salesforce data model, security model, workflows, validation rules, and automation

· Experience with Salesforce Sales Cloud, Service Cloud, and Experience Cloud

· Knowledge of integrations, batch jobs, scheduled processes, and data interfaces

· Experience working with ticketing tools such as ServiceNow, JIRA, or similar

· Ability to analyze logs, debug issues, and work under production pressure

· Strong understanding of ITIL / support processes

· Salesforce App Builder and Platform Developer I certification preferred

· Excellent communication and stakeholder management skills

Nice to Have

· Experience leading or mentoring support teams

· Exposure to large-scale enterprise Salesforce implementations

· Experience working in a regulated or audit-heavy environment.

Regards

Krishna

Pay: $55.00-$60.00 per hour

Work Location: In person