Lead I – Enterprise Solutions (Salesforce Support) Experience Range: 6-9 Years Hiring Location: Kochi/Trivandrum/Bangalore/Chennai/Pune/Kolkata/Gurgaon/Noida Job Title Lead I – Enterprise Solutions (Salesforce Support) Job Summary We are seeking a highly motivated Lead I – Enterprise Solutions professional to provide operational support, incident management, and application support for Salesforce and related enterprise applications. The role requires leading Level 1 support activities, ensuring service excellence, managing production incidents, maintaining SLA compliance, and coordinating with cross-functional teams in a global support environment, including mandatory night-shift operations. Must-Have Skills Salesforce Application Support • 5-8 years of experience in Salesforce application support and production support. • Strong understanding of: • Salesforce CRM • User Management • Roles, Profiles & Permissions • Reports & Dashboards • Approval Processes • Workflows • Data Management • Experience supporting Salesforce users and resolving functional issues. Incident & Production Support • Experience managing: • L1 Support Activities • Incident Management • Service Requests • Problem Management • SLA Tracking & Compliance • Ability to perform: • Incident Triage • Root Cause Analysis • Impact Assessment • Prioritization and Escalation • Experience supporting P1, P2, and Major Incidents. Identity & Access Management • Hands-on experience with: • SailPoint • User Provisioning & Deprovisioning • Access Governance • Role-Based Access Control • Access Request Management • Understanding of Identity and Access Management (IAM) processes. Stakeholder & Service Management • Experience working with global support teams and business users. • Strong communication and stakeholder management skills. • Ability to coordinate with L2/L3 teams, developers, administrators, and infrastructure teams. ITSM & Support Operations • Experience with ticketing and service management tools. • Understanding of: • Incident Management • Change Management • Service Requests • Escalation Management • Knowledge of SLA and KPI monitoring. Good-to-Have Skills • Salesforce Administrator Certification. • Experience supporting: • Salesforce CPQ • PSA (Professional Services Automation) • Knowledge of: • Business Process Management (BPM) • ITIL Framework • ServiceNow • Jira • Exposure to enterprise applications integrated with Salesforce. • Knowledge of access governance and security compliance practices. • Experience working in 24x7 global support environments. • Basic Salesforce administration activities. • Exposure to Agile methodologies. Roles & Responsibilities Salesforce Enterprise Application Support • Serve as the primary support lead for Salesforce and integrated enterprise applications. • Manage Level 1 support activities for incidents, service requests, and user queries. • Provide support for: • User access and authentication issues • Salesforce navigation and functionality • Reports and dashboards • Approval processes and workflows • Data maintenance and record updates • User, role, profile, and permission requests • Salesforce CPQ and PSA-related support • Ensure proper documentation of incidents, resolutions, and troubleshooting steps. • Escalate complex issues to Salesforce Administrators, Developers, and L2/L3 teams. Identity & Access Management • Manage access provisioning, deprovisioning, and modification requests through SailPoint. • Support employee onboarding, transfers, and offboarding processes. • Ensure adherence to security and access governance policies. • Coordinate with application owners and business stakeholders for access-related approvals. Production Support & Incident Management • Lead day-to-day production support operations. • Monitor application performance and operational health. • Manage incident response and resolution activities. • Support major incident management processes (P1/P2). • Coordinate with infrastructure, application, and business teams for service restoration. • Provide timely communication and status updates during critical incidents. Service Excellence & Compliance • Ensure SLA adherence and service quality standards. • Identify recurring issues and recommend preventive measures. • Participate in on-call, weekend, and night-shift support rotations. • Drive continuous improvement in support processes and operational efficiency. Key Requirements • Strong experience in Salesforce production support and incident management. • Hands-on experience with SailPoint and Identity Access Management (IAM). • Experience handling L1 support operations in enterprise environments. • Good understanding of Salesforce security, user management, and access controls. • Strong analytical and troubleshooting skills. • Excellent communication and stakeholder management capabilities. • Ability to work in global support environments and mandatory night shifts. • Experience managing critical incidents and ensuring SLA compliance.