Director of Platform Reliability

lseg; India; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

LSEG in India seeks a Level 2 Salesforce Lead (Director level) to own end-to-end support, incident management, and platform governance. The role will drive automation, SRE practices, and stakeholder engagement across Hyderabad and Bangalore, ensuring platform stability and regulatory compliance.

You will manage a globally distributed team, partner with Product Owners and Vendors, and translate business needs into scalable support and operational plans.

Qualifications

• Proven leadership of enterprise application support teams.
• Strong ITIL and service management background.
• Experience with Salesforce ecosystems and regulated environments.

Responsibilities

• Own Level 2/3 Salesforce support strategy and operations.
• Lead major incident management and stakeholder communications.
• Govern SLAs/OLAs, KPIs, and customer satisfaction.
• Drive automation, observability, and DevOps practices.
• Lead globally distributed support teams and vendor partners.

Skills

Salesforce Leadership

ITIL

Stakeholder Management

Automation & AI

DevOps & SRE

Vendor Management

Incident & Change Management

Cloud Operations

Education

Bachelor's degree in IT/Engineering

Tools

ServiceNow

APIs/Middleware

Monitoring & Observability

Job description

Job Description

Purpose:

Lead the Salesforce Level 2 Support function, ensuring the stability, availability, performance, and continuous improvement of the Salesforce platform and its integrated ecosystem. Accountable for incident management, service operations, platform support strategy, vendor management, regulatory compliance, and the delivery of high-quality support services that enable business operations and customer outcomes.

Key Responsibilities:

• Service Operations & Support Leadership
  • Own the end-to-end Level 2 support strategy for the Salesforce platform, including Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, and associated integrations.
  • Ensure platform availability, service reliability, and operational excellence through proactive monitoring and support processes.
  • Lead major incident management activities, ensuring rapid restoration of service and effective stakeholder communication.
  • Establish and govern support SLAs, OLAs, KPIs, and customer satisfaction measures.
  • Drive root cause analysis and problem management practices to reduce recurring incidents.
• Platform Governance & Risk Management
  • Ensure compliance with enterprise technology standards, security policies, regulatory obligations, and audit requirements.
  • Oversee platform release readiness, change management, and production deployment governance.
  • Manage operational risks and ensure appropriate controls are embedded across support processes.
  • Maintain disaster recovery and business continuity capabilities for Salesforce services.
• Stakeholder & Business Engagement
  • Act as the senior escalation point for business stakeholders, technology teams, and executive leadership.
  • Develop strong partnerships with Product Owners, Engineering Leads, Architecture, Security, Infrastructure, and Vendors.
  • Translate business priorities into support and operational plans.
  • Provide regular service performance reporting to senior leadership and governance forums.
• Continuous Improvement & Automation
  • Lead initiatives to improve support efficiency through automation, AI-driven monitoring, self-service capabilities, and process optimisation.
  • Drive reduction in incident volumes and mean time to resolution (MTTR).
  • Sponsor platform reliability, observability, and operational excellence programmes.
  • Promote adoption of DevOps, SRE, and Agile operational practices.
• People Leadership
  • Lead and develop a globally distributed team of Salesforce support managers, analysts, and specialists.
  • Establish clear objectives, performance expectations, and development plans.
  • Build platform expertise and succession capability across the support organisation.
  • Foster a culture of accountability, collaboration, continuous learning, and customer focus.
• Vendor & Financial Management
  • Manage relationships with Salesforce and other strategic technology partners.
  • Oversee support budgets, contracts, and resource planning.
  • Ensure optimal utilisation of internal and external resources while maintaining service quality.

Key Accountabilities:

• Salesforce platform availability and service health.
• Incident, problem, and change management effectiveness.
• Support SLA achievement and customer satisfaction.
• Operational risk and audit compliance.
• Platform support cost management.
• Team capability and performance.
• Continuous service improvement delivery.

Required Experience:

• Extensive experience leading enterprise application support organisations.
• Proven leadership of Level 2/Level 3 support teams within a large-scale Salesforce environment.
• Strong understanding of ITIL Service Management practices.
• Experience managing critical business applications in highly regulated environments.
• Demonstrated success leading global teams and third-party suppliers.
• Experience driving operational transformation, automation, and AI-enabled service improvements.
• Strong stakeholder management experience at senior and executive levels.

Skills Required:

• Salesforce Administration and Platform Architecture
• Service Cloud, Sales Cloud, Experience Cloud
• Salesforce Integrations (APIs, Middleware, Event-driven Architecture)
• Release and Environment Management
• ITSM Platforms (ServiceNow preferred)
• Monitoring and Observability Tools
• Agile and DevOps Practices
• Data Security and Compliance
• Incident, Problem and Change Management
• Cloud Operations and Platform Reliability

The Level 2 Support Lead at Director level is a strategic enabler for CLE's product-led transformation, ensuring that Customer Support in India is effectively led, optimised, and aligned to global priorities. This role is critical to reducing incident ratios, improving platform stability, and delivering a scalable, efficient support model across Hyderabad and Bangalore, aligned to an appropriate Workforce Strategy, while strengthening local leadership presence for the broader CLE organisation.

Expected Outcomes and Value Realisation

The introduction of a Level 2 Support Lead (Director) is expected to deliver:

• Sustained reduction in supported application i