Salesforce L2/L3 Support

Virtusa; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Virtusa is seeking a Senior Salesforce Production Support Lead in India to act as the technical authority for platform resilience and operational stability across enterprise Salesforce environments. You will manage complex escalations, drive RCAs, and oversee seasonal releases with cross-functional teams.

The role requires owning incident management, ensuring zero downtime during upgrades, and monitoring API usage and batch processes across production orgs.

Qualifications

• Experience leading L2/L3 production support with ITIL-aligned processes.

Responsibilities

• Manage L2/L3 production support operations with defined SLAs.
• Lead Major Incident Management calls across India and global locations.
• Coordinate Salesforce seasonal releases, upgrades, and security updates.
• Monitor platform health, governor limits, API usage, and storage across prod orgs.
• Oversee middleware integrations and data pipelines to prevent failures.

Skills

Salesforce Platform Administration

Advanced Troubleshooting & RCA

Incident & Problem Management

Salesforce Troubleshooting & RCA

Apex & Visualforce / LWC

Salesforce Integration & APIMonitoring

Education

Bachelor's degree in CS/IT or related field

Tools

Copado

SFDX

Git

MuleSoft

Job description

Job Requirements

Senior Salesforce Production Support Lead

Location:

Chennai, Hyderabad

Years of Experience:

5-7 Years

Job Summary:

We are seeking a Senior Salesforce Production Support Lead to serve as the primary technical authority driving platform resilience, business continuity, and operational stability across our enterprise Salesforce environments in India. This senior role is positioned at the intersection of local offshore delivery teams, global business units, and IT leadership, managing complex L2/L3 escalations, system availability, continuous improvement, and seasonal platform upgrades.

Responsibilities

• Manage L2/L3 production support operations, driving quick turnaround times and resolution for high-priority technical escalations within defined SLAs.
• Command Major Incident Management (MIM) calls for critical outages, leading cross-functional squads across India and global locations through swift recovery and thorough Root Cause Analysis (RCA).
• Orchestrate seamless Salesforce seasonal releases, platform upgrades, critical security updates, and hotfixes with zero unplanned business operational downtime.
• Monitor overall platform health, governing governor limits, API usage thresholds, asynchronous job queues, and storage capacities across all production orgs.
• Oversee enterprise middleware integrations, monitoring real-time API syncs, batch data pipelines, and third-party tools to prevent end-to-end data processing failures.

Mandatory Skills

• Salesforce Platform Administration & Governance
• Advanced Troubleshooting & Root Cause Analysis (RCA)
• Incident & Problem Management (ITIL Framework)
• Salesforce Troubleshooting & Root Cause Analysis
• Apex & Visualforce / LWC Maintenance & Debugging
• Salesforce Integration & API Monitoring (REST/SOAP/Middleware)

Preferred Skills

• Data Architecture & Management
• DevOps & CI/CD Pipelines (Copado, SFDX, Git)
• Middleware & ETL Tools (MuleSoft, Informatica, Boomi)
• Stakeholder & Escalation Management
• Vendor Management (Salesforce Support)

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

Work Experience

2-5Years