Salesforce Commerce (Support) - Manager

Valtech; Bengaluru; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Valtech in Bengaluru, India, is seeking a Senior Support Manager with 10+ years of experience to oversee L1–L3 support, ensure service standards, and lead incident management and stakeholder communications.

You will drive continuous improvement, automation, and knowledge capture to stabilize the platform and boost team efficiency, coordinating with ITSM tools like ServiceNow and monitoring tools, while occasionally aligning with US business hours.

Qualifications

• 10+ years of experience in customer support management.
• Experience leading ecommerce support projects and platforms.
• Strong leadership, communication and stakeholder management.
• Familiar with ITSM tools and monitoring/analysis platforms.
• ITIL certification or equivalent preferred.

Responsibilities

• Lead L1–L3 support teams and ensure service standards.
• Coordinate incident response for critical P1 issues.
• Drive continuous improvements and automation for support ops.
• Define and optimize standard operating procedures.
• Provide regular KPI reporting to stakeholders.

Skills

Leadership

Customer support management

Incident co-ordination

Stakeholder management

Communication

Risk assessment

Education

Bachelor's degree

Tools

ServiceNow

Dynatrace

Grafana

Kibana

OpenSearch

Jira

Confluence

ITIL

SFB2C

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

We are looking for a Support Manager with 10+ years of experience responsible for taking care overall support services of L1, L2 and L3 teams , managing customer support, assuring that service standards are met, resolving customer issues/Critical incident management & Communication, and facilitating communication between the customer service team and the other third party stakeholders.

Also focus on continuous improvements to stabilize the platform, team efficiency by automation's, innovation and knowledge capture/retain for support team

Flexible to work on odd hours on need basis like meeting with USA business..etc. this is less frequent though (may be 1 -2 times a month)

What you do

• 10+ years of experience in Customer support management.
• Experience in handling Ecommerce support projects and technologies (SFB2C, ATG,...)
• Strong leadership and team management skills.
• Excellent organizational, communication, and stakeholder management skills.
• Demonstrated ability to assess risks, make informed decisions, and resolve conflicts effectively.
• Flexible and adaptable with right mindset to handle fast phased environment.

Preferred Qualifications

• Hands on experience with ITSM tools (Service Now), understanding of monitoring and analysis tools (Dynatrace, Grafana, Kibana, Open Search, etc.,).
• Familiarity with project management tools (e.g., Jira, Confluence).
• Certification in SFB2C, ITIL, other management certification optional.

What we ask

High quality customer service

• Ensure all customer issues/inquiries are handled promptly and professionally with the team.
• Leads as incident co-coordinator for critical issues P1 and driving war room till resolution and follows up on corrective/preventive actions for all critical production issues.
• Develop and maintain standard operating procedures for support operations.
• Conduct post-mortem retrospectives and drive follow-up action plans.
• Overseeing the daily operations of the team and making sure that all customer inquiries are addressed in a timely and efficient manner.

Communication & Reporting

• Serve as the Incident Co-coordinator for timely communication on the production issues and follow ups.
• Provide regular updates to customers on planned maintenance, events and production sanities.
• Monitor and report on key support KPIs (Incident SLAs, Backlogs, Reopen ticket%, Avg Incident Acknowledgement/Resolution time, Productivity, Shift left topics, Problem statistics, Training & Documentation) to measure success and identify improvement areas.
• Drive weekly, monthly and quarterly steerco meetings about support services with customer directors.

Continuous Improvement

• Drive process enhancements to streamline the support practices.
• Collaborate with Squads, Customers and Business IT to prioritize the problems for the production environment stability.
• Focus to improve team efficiency by automations, innovation and knowledge capture/retain for support team

What we offer

Joining the Valtech global team puts you in the ranks of a pioneering digital innovator worldwide. We focus on delivering quality services to clients, fostering the growth and development of our workforce. As an integral member of the team, you will have the opportunity to pave your career path while significantly contributing to our business success.

At Valtech, we’re here to engineer experiences that work and reach every single person. To do this, we are proactive about creating workplaces that work for every person at Valtech. Our goal is to create an equitable workplace which gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be). You can find out more about what we’re doing to create a Valtech for everyone here .

Please do not worry if you do not meet all of the criteria or if you have some gaps in your CV. We’d love to hear from you and see if you’re our next member of the Valtech team!