Senior Salesforce Production Support Lead

Blue Ribbon Global Technologies; Bloomington (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Blue Ribbon Global Technologies is seeking a Support Lead to coordinate the CRM Salesforce Production Support team, delivering service within scope and timelines. You will lead a Scrum/Kanban team, ensure adherence to service management processes, and drive efficient incident handling.

Collaborate with project teams and executives, publish regular status reports, analyze incident trends, and coordinate Major Incident Management across production and non-production environments.

Qualifications

• CSM certification is required.
• Deep hands-on experience in Agile management, Scrum, and Kanban team execution.
• Strong ITIL Incident, Problem and Major Incident Management workflows.

Responsibilities

• Lead production support and service delivery for Salesforce CRM.
• Develop and publish status reports for incident and problem management.
• Analyze incident trends and report metrics across production environments.
• Monitor tickets and system alerts from Dynatrace, SiteScope, Azure Monitor and Splunk.
• Coordinate Major Incident Management and cross-functional escalation.
• Collaborate with shared services for cross-system issue resolution.

Skills

CSM

Agile Management

Scrum

Kanban

Incident Management

Problem Management

Major Incident Management

Salesforce CRM

Stakeholder Management

Executive Reporting

Tools

Splunk

Dynatrace

Azure Monitor

SiteScope

Job description

Blue Ribbon Global Technologies is seeking a Support Lead to coordinate the CRM Salesforce Production Support team, delivering service within scope and timelines. You will lead a Scrum/Kanban team, ensure adherence to service management processes, and drive efficient incident handling.

Collaborate with project teams and executives, publish regular status reports, analyze incident trends, and coordinate Major Incident Management across production and non-production environments.