Total Experience: 8-10 years

Required Skill Sets

- Production Support Incident Management Own L2L3 production support for Salesforce (Sales Cloud, Service Cloud, Experience Cloud, etc.)
- Act as primary escalation point for critical production incidents (P1P2)
- Lead incident triage, resolution, and communication with stakeholders
- Ensure SLA adherence and timely issue resolution
- Coordinate on-call support and support rotations
- Root Cause Analysis Problem Management Perform root cause analysis (RCA) for recurring or major incidents
- Drive permanent fixes and preventive actions
- Maintain problem records and track remediation progress
- Identify systemic issues and recommend platform improvements Release Change Management Support production deployments and release validation
- Review change requests for production readiness Coordinate with Dev, QA, and DevOps teams during releases




- Ensure rollback plans and post-deployment verification Salesforce Platform Management
- Monitor platform health, integrations, and data integrity Troubleshoot issues related too Apex, Flows, Validation Rules
- Integrations (RESTSOAP APIs, middleware) Security, profiles, permission sets
- Ensure compliance with Salesforce best practices Stakeholder Team Leadership
- Act as bridge between business, IT, and Salesforce teams
- Provide explicit status updates during incidents and outages
- Mentor and guide support analysts and junior admins
- Drive continuous improvement in support processes Documentation Governance Maintain runbooks, SOPs, and knowledge articles
- Improve monitoring, alerting, and automation Support audits, compliance, and governance standard Copado Experience is Mandatory

📌 Salesforce Production Support Lead (Toronto)
🏢 SkyLambda
📍 Toronto