Pay Range: $45.00hr - $50.00hr

Job Overview:

The candidate will serve as a Production Support Lead with experience in development and production support projects within the Property & Casualty (P&C;) Insurance domain. Responsibilities encompass development, production support activities, and batch support.

Required qualifications:

- 10+ years of experience in application maintenance, production support, and enterprise application support environments.
- 8+ years of experience supporting Salesforce applications.
- Strong experience in Salesforce Sales Cloud and Service Cloud.
- Experience supporting Distribution and Insurance applications.
- Strong understanding of Property & Casualty (P&C;) Insurance business processes.
- Experience with cloud platforms, preferably AWS.
- Experience supporting distributed onsite-offshore teams.
- Strong knowledge of ITIL Service Management processes.
- Experience managing production incidents, releases, and operational support activities.
- Experience working in SLA-driven support environments.

Job Duties:

- Provide leadership for Level 2 and Level 3 Production Support activities.
- Own end-to-end production support services across Salesforce and related distribution applications.
- Monitor and maintain application availability, performance, reliability, and operational stability.
- Act as a primary escalation point for critical production incidents.
- Ensure adherence to SLAs, KPIs, compliance requirements, and operational commitments.
- Coordinate support activities across business, development, infrastructure, and support teams.




- Analyze, troubleshoot, and resolve production incidents and application defects.
- Lead Major Incident Management activities and provide leadership during critical production events.
- Drive timely incident triage, prioritization, resolution, and stakeholder communication.
- Perform Root Cause Analysis (RCA) and implement corrective and preventive actions.
- Participate directly in Severity 1 and Severity 2 incidents, including after-hours support when required.
- Ensure effective communication during production outages and business-impacting incidents.
- Support Sales Cloud and Service Cloud functionalities.
- Handle user issues, access requests, security changes, configuration updates, and data corrections.
- Troubleshoot Salesforce configuration and application issues.
- Support release deployments, post-release validation, and production smoke testing.
- Work closely with development teams on bug fixes and enhancement activities.
- Maintain support documentation, operational runbooks, and knowledge articles.
- Support Change, Release, Knowledge, and Service Request Management processes.
- Coordinate production deployments and release validation activities.




- Monitor and support batch processing jobs and dependent application interfaces.
- Investigate batch failures and coordinate recovery activities.
- Ensure operational procedures and recovery processes are documented and maintained.
- Drive continuous improvement initiatives to reduce recurring incidents and improve system stability.
- Support adoption of AI, GenAI, AIOps, automation, and intelligent monitoring capabilities.
- Implement proactive monitoring, alerting, and incident prevention solutions.
- Identify opportunities for process optimization and operational efficiency improvements.

Required Salesforce Skills:

- Hands-on experience with Salesforce Sales Cloud and/or Service Cloud.
- Robust experience in Salesforce configuration including Validation Rules, Workflows and Flows, Profiles, Roles, Permission Sets, Security, and Access Management.
- Basic to intermediate knowledge of Apex, SOQL, and Debug Logs.
- Experience supporting Salesforce Lightning Experience.
- Experience troubleshooting Salesforce production issues.

Required Soft Skills:

- Excellent verbal and written communication skills.
- Strong stakeholder and client management skills.
- Ability to work effectively with distributed and cross-functional teams.
- Strong consulting and relationship-building skills.
- Excellent organizational and leadership capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong mentoring and team collaboration skills.

📌 Salesforce Production Support Lead (Mississauga)
🏢 Cynet Systems
📍 Mississauga