Data Platform Reliability Lead

Salesforce; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Salesforce is seeking a Systems Specialist Lead, Data Foundations, to be the go-to expert for escalations across cases, investigations, and production events on our enterprise data and analytics platforms. You will lead frontline incident response and swarm with reliability engineers, owning how escalations are managed and resolved.

You will mentor analysts and collaborate with engineering, reliability, vendors, and business leaders to improve readiness, process, and documentation.

Qualifications

• Experience with production systems and incident response at enterprise scale.
• Ability to lead escalations across cases, investigations, and incidents.
• Strong knowledge of Salesforce native functionality and best practices.
• Experience defining and tracking service level metrics (FRT, NRT, ART) and CSAT/NPS.
• Proven ability to mentor analysts and collaborate with engineering and product teams.

Responsibilities

• Own the escalation model for cases and investigations across teams and time zones.
• Swarm incidents with reliability engineers and coordinate with Incident Command.
• Analyze escalation trendlines and translate into reliability and staffing priorities.
• Partner with SREs on disaster recovery planning and tests.
• Define monitoring, alerting, and self-healing automation with engineering teams.
• Own SLA delivery and backlog health for your platform.

Skills

Platform experience

SRE collaboration

Code knowledge

RCAs & post-incident

SLAs & CSAT

Education

Degree or equivalent experience

Tools

Salesforce CRM

CRM Analytics

Tableau

Job description

Salesforce is seeking a Systems Specialist Lead, Data Foundations, to be the go-to expert for escalations across cases, investigations, and production events on our enterprise data and analytics platforms. You will lead frontline incident response and swarm with reliability engineers, owning how escalations are managed and resolved.

You will mentor analysts and collaborate with engineering, reliability, vendors, and business leaders to improve readiness, process, and documentation.