SFDC Support

Virtusa; Hyderabad, Chennai District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Virtusa is seeking a Senior Salesforce Production Support Lead to act as the primary technical authority for platform resilience and operational stability across our enterprise Salesforce environments in India. You will manage complex L2/L3 escalations and coordinate with offshore delivery teams and IT leadership.

You will drive major incident management, seasonal releases, security updates, and ongoing governance of API usage, batch processes, and middleware integrations to ensure zero

Qualifications

• Experience in managing L2/L3 production support and ITIL-based processes.
• Strong RCA and incident management capabilities in Salesforce environments.
• Experience with Salesforce integration and API monitoring.
• Apex/Visualforce/LWC maintenance and debugging skills.
• Ability to lead major incident response across multiple locations.

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 RCA.
• Orchestrate Salesforce seasonal releases, platform upgrades, security updates, and hotfixes with minimal downtime.
• Monitor platform health, govern limits, API usage thresholds, and queues across all production orgs.
• Oversee enterprise middleware integrations and realtime data pipelines to prevent end-to-end failures.

Skills

Salesforce Platform Administration & 7

Advanced Troubleshooting & RCA

Incident & Problem Management

Salesforce Troubleshooting & RCA

Apex & Visualforce / LWC Maintenance

Salesforce Integration & APIMonitoring

Job description

Location :Chennai, Hyderabad
Years of Experience: 5-7 Years
Shift : Rotational Shift ( 24*7)

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)