SALESFORCE OPS (SRE AND INCIDENTS) MANAGER

Edenred; France; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Edenred recherche un(e) Salesforce Ops Manager (SRE et incidents) pour diriger une équipe opérationnelle autour d’environnements Salesforce, assurer leur fiabilité et leur disponibilité, et piloter l’amélioration continue. Le rôle nécessite une forte expérience en SRE et incident management dans un contexte agile, et une collaboration étroite avec les équipes Produit, Tech et Design.

Vous travaillerez dans un cadre SAFe ou équivalent, avec sens client et capacité à conduire des actions

Qualifications

• Expérience en SRE et gestion d’incidents dans des environnements agiles et scalables.
• Maîtrise des outils de monitoring et d’alerting (New Relic, Datadog).
• Connaissance AWS et intégration Salesforce.
• Expérience avec SAFe ou cadre de scale similaires.
• Forte orientation client et résolution d’incidents.

Responsabilités

• Diriger l’équipe SRE et la gestion des incidents et des autonomies BU locales.
• Fournir la vision et diriger les améliorations continues.
• Suivre les KPI et l’efficacité des processus SRE et incidents.
• Assurer la fiabilité et la performance des environnements Salesforce par la surveillance proactive.
• Gérer le cycle de vie des incidents et déclencher les analyses de causes et actions préventives.
• Collaborer avec Product, Tech et Design pour les pratiques opérationnelles.
• Automatiser les déploiements, la surveillance et les tâches opérationnelles.
• Maintenir la documentation opérationnelle et le partage de connaissances.
• Former les administrateurs locaux via programmes dédiés.

Connaissances

Anglais professionnel

Communication efficace

Gestion du stress

Esprit d'équipe

Innovation et humour

Outils

New Relic

Datadog

PagerDuty

Jira

Description du poste

Dé un paso adelante y deje que Edenred le sorprenda. Cada día, ofrecemos soluciones innovadoras para mejorar la vida de millones de personas, conectando a empleados, empresas y comerciantes de todo el mundo. Sabemos que hay cientos de formas de que crezcas. Con nosotros, ampliarás tus habilidades en un entorno multicultural, desafiante y dinámico. Atrévase a unirse a Edenred y prepárese para prosperar en una empresa global que le ofrecerá un sinfín de oportunidades. En Edenred todo gira en torno a la meritocracia. Vienes como eres y contribuyes. De hecho, el Grupo Edenred reconoce, contrata y desarrolla todos los talentos y singularidades.

Nos comprometemos a evitar toda forma de discriminación y a ofrecer a todos nuestros candidatos igualdad de oportunidades independientemente de su sexo y expresión de género, discapacidad, origen, creencias religiosas y orientación sexual o cualquier otro criterio.

CONTEXT

Joining the SmartER Factory, you will play a pivotal role as a Salesforce Ops (SRE and Incidents) Manager within an agile-at-scale digital platform environment. You will be frontline responsible for the operational excellence, availability, and continuous improvement of Salesforce-powered systems supporting our client-facing products.

YOUR ROLE

• Managing a talented and motivated team working on SRE, Incidents and local BUs autonomy
• Feeding the team with vision and direction for continuous improvements
• Following KPIs and efficiency of SRE & Incident management processes
• Ensuring the reliability and performance of Salesforce environments through proactive monitoring, incident detection, and resolution, minimizing downtime and impact on clients.
• Managing the end-to-end incident lifecycle: identifying, coordinating response teams, communicating transparently with stakeholders, and driving root cause analyses and preventive actions.
• Collaborating closely with Product, Tech, and Design teams to drive operational best practices and embed resilience within new developments and releases.
• Implementing and maintaining automation for deployment, monitoring, and operational tasks to scale effectively with our platform growth.
• Maintaining detailed operational documentation and knowledge sharing to support team autonomy and continuous learning.
• Developing training and certification programs for local BUs administrators
• Advocating and embedding the SmartER Factory’s core values — Speak your Mind, Trust, Winning Spirit, and Fun — by encouraging open dialogue, empowering teams, and fostering a positive, collaborative work culture.
• Participating in quarterly PI planning and cross-team synchronization activities aligned with SAFe practices to seamlessly integrate operational goals with business priorities.

YOUR PROFILE

Required Soft Skills

• Strong communication skills in English, enabling clear and transparent incident communications and cross-functional collaboration.
• A proactive mindset with the ability to speak your mind respectfully and constructively challenge processes for continuous improvement.
• Resilience, calmness under pressure, and a systematic approach to managing complex incidents.
• Team spirit combined with autonomy, showing trust in peers while confidently driving operational excellence.
• A passion for innovation balanced with a sense of humor and enjoyment at work.

Required Hard Skills

• Demonstrated expertise with Salesforce platform operations, including administration
• Solid experience in Site Reliability Engineering practices—monitoring, alerting, incident management, capacity planning, and automation.
• Proficiency using tools such as monitoring tools (e.g., New Relic, Datadog), and incident management platforms (e.g., PagerDuty, Jira).
• Familiarity with cloud infrastructure (AWS preferred) and integration technologies supporting Salesforce ecosystems.
• Experience working in agile environments, ideally with SAFe or similar scaling frameworks.
• Strong problem-solving skills and a customer-focused approach to managing operational stability.

Preferred Skills (Nice to Have)

• Knowledge of Zuora (CPQ / Billing)
• Experience with complex integration projects (middleware, third‑party APIs)
• Experience in a multi‑org / multi‑country environment

Mentalidad Edenred - Somos una compañía única. Estamos buscando nuevos compañeros que se sumen a la aventura Edenred con nuestra misma intensidad y pasión. Te sentirás muy cómodo aquí porque que nos gusta dejar atrás los límites, mejorar, crecer y ganar constantemente. Nuestros equipos necesitan de hombres y mujeres que compartan nuestra ambición, que busquen acción, que nos desafíen a nosotros y a sí mismos para seguir avanzando día a día. Nuestros equipos necesitan de hombres y mujeres que quieran vibrar con nosotros.