Hub Support(Saleforce-Multi Cloud)

Valtech; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Remote & hybrid options

Global opportunities

Learning & development

Job summary

Valtech Bengaluru is seeking a Hub Support Engineer with 6+ years of experience to drive experience innovation and governance across Salesforce clouds. The role focuses on IT service management, incident and problem resolution, and cross-functional collaboration to ensure services meet performance targets.

You will engage with L2/L3 teams and shared resources, monitor SLAs, and contribute to continuous improvement in a global, hybrid work environment.

Qualifications

• Experience in IT service management and ITIL practices within multi-cloud CRM/Commerce/Marketing environments.
• Strong understanding of Salesforce Core, Commerce Cloud and Marketing Cloud support models.
• Experience managing SLA-driven support operations across multiple stakeholders and business units.
• Strong analytical and reporting skills; comfortable building and presenting KPI dashboards.
• Excellent facilitation and communication skills to coordinate technical teams and business stakeholders.
• Experience with ITSM and reporting tools used for incident and change tracking.
• Fluent English; additional languages (French, Italian) are an advantage.

Responsibilities

• Own end-to-end problem management: identify, prioritize, perform root-cause analysis, coordinate permanent fixes.
• Act as escalation hub between L2/L3 teams and shared specialists across brands.
• Monitor SLA performance and drive corrective action when targets are at risk.
• Coordinate major incident management: triage, cross-team coordination, stakeholder communication, post-incident reviews.
• Consolidate incident and problem trends to identify systemic issues and drive improvements.
• Facilitate weekly project committees and contribute to monthly steering reports (KPIs, backlog, risks).
• Ensure ITSM tooling is used consistently and data quality of tickets is maintained.
• Coordinate cross-team collaboration between AMS support streams and other IT/ecosystem teams.
• Support knowledge management and documentation in collaborative tools.
• Contribute to capacity planning and resource allocation across the hub.

Skills

ITIL practices

Salesforce Core/MC

SLA management

KPI dashboards

Facilitation & communication

ITSM tools

English proficiency

Tools

Salesforce

Marketing Cloud

Job description

Why Valtech? We’re advisors, visionaries, creative and techies. We embrace all things digital. We talk to each other. We have fun. We love our clients. We’re looking ahead • We are global

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.

The Opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.

As a Hub SupportEngineer, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 6+ Years of experience, a growth mindset and a drive to make a lasting impact.

You will thrive in this role if you are:

• A curious problem solver who challenges the status quo
• A collaborator who values teamwork and knowledge-sharing
• Excited by the intersection of technology, creativity and data
• Experienced in Agile methodologies and consulting (a plus)

Role Responsibilities

• Own the end-to-end problem management process: identification, prioritization, root cause analysis coordination and permanent-fix tracking for recurring incidents across all Salesforce clouds
• Act as the escalation hub between L2/L3 support teams and shared specialist resources (e.g. shared Marketing Cloud consultant, shared L2/L3 pool) working across multiple brands
• Monitor SLA performance (response/resolution times per incident criticality) and drive corrective action plans whenever targets are at risk
• Coordinate major incident management: triage, cross-team coordination, stakeholder communication and post-incident reviews
• Consolidate and analyze incident and problem trends across brands to identify systemic issues and drive continuous improvement
• Facilitate weekly project committees and contribute to monthly steering committee reporting (KPIs, backlog, risks, corrective actions)
• Ensure consistent use of ITSM tooling (incident tracking and change/evolution tracking tools) and maintain data quality of tickets
• Coordinate cross-team collaboration between the AMS support streams and other IT/ecosystem teams (ERP, POS, middleware, security)
• Support knowledge management processes, ensuring documentation is created and kept up to date in the appropriate collaborative tools
• Contribute to capacity planning and resource allocation across the support hub based on incident/ticket volume trends
• Support security-incident coordination in collaboration with information security teams

Must have qualifications

• Proven experience in IT service management, incident and problem management (ITIL practices) within a multi-cloud CRM/Commerce/Marketing environment
• Strong understanding of Salesforce Core, Commerce Cloud and Marketing Cloud support models and their dependencies
• Experience managing SLA-driven support operations across multiple stakeholders and business units
• Strong analytical and reporting skills; comfortable building and presenting KPI dashboards
• Excellent facilitation and communication skills, able to coordinate technical teams and business stakeholders across geographies
• Experience with ITSM and reporting tools used for incident and change tracking
• Fluent English; additional languages (French, Italian) an advantage given a multi-country stakeholder base

Preferred Profile:

• ITIL certification (Foundation or higher)
• Experience in retail, luxury goods or omnichannel commerce environments
• Salesforce certification (Administrator or higher) an advantage

If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.

Commitment to reaching all kinds of people

We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all.

The benefits

This is a Full Time position based in Bengaluru in India.

Beyond a competitive compensation package, we offer:

• Flexibility, with remote and hybrid work options (country-dependent)
• Career advancement, with international mobility and professional development programs
• Learning and development, with access to cutting-edge tools, training and industry experts

Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.

We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know.

About Valtech

Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world.

At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more.

At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.

Are you ready to create what’s next? Join us.