SALESFORCE OPS (SRE AND INCIDENTS) MANAGER

Edenred Italia S.r.l.; France; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Edenred is seeking a Salesforce Ops (SRE and Incidents) Manager in France to lead a skilled team within an agile-at-scale digital platform environment. You will ensure the reliability and performance of Salesforce-powered systems that support client-facing products.

You will drive the end-to-end incident lifecycle, coordinate response teams, and collaborate with Product, Tech and Design to embed resilience in new releases. Automation, training, and detailed docs are part of the role.

Qualifications

• Experience with Salesforce platform operations and administration.
• Strong SRE practices including monitoring, alerting, incident management, capacity planning, and automation.
• Proficiency with monitoring and incident management tools (New Relic, Datadog, PagerDuty, Jira).
• Familiar with cloud infrastructure (AWS) and integration technologies for Salesforce ecosystems.
• Experience in Agile environments, preferably SAFe.
• Strong problem-solving and customer-focused approach to maintain operational stability.

Responsabilités

• Managing a talented team on SRE, incidents, and local BU autonomy.
• Providing vision and direction for continuous improvements.
• Tracking KPIs and efficiency of SRE and incident processes.
• Ensuring reliability and performance of Salesforce environments; minimizing downtime.
• Managing end-to-end incident lifecycle: detect, coordinate, communicate, and drive root cause analyses.
• Collaborating with Product, Tech and Design to embed resilience in new developments.
• Implementing and maintaining automation for deployment, monitoring, and operations.
• Maintaining detailed operational documentation and knowledge sharing.
• Developing training programs for local BU administrators.
• Promoting Edenred values and fostering a positive, collaborative culture.
• Participating in quarterly PI planning and cross-team synchronization aligned with SAFe.

Connaissances

Salesforce platform operations

Site Reliability Engineering (SRE)

Monitoring and incident management

Cloud infrastructure (AWS)

Agile with SAFe

Automation

Outils

New Relic

Datadog

PagerDuty

Jira

AWS

Description du poste

Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

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

The Edenred State of mind - We are a unique company. We are looking for new employees who will embrace the Edenred adventure with the same intensity and passion as we do. They will feel right at ease at Edenred because they like to push back the boundaries, try new things, constantly improve, win and grow. We need women and men who share our ambition, who are looking to perform, challenge us and themselves to move forward every day. We are looking for women and men who want to vibe with us.