Lead System Specialist - Enterprise Data 360

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Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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We are seeking a dedicated and resilient Lead Systems Specialist (L8) to join our Data Platform Services organization. This is a production support-focused role where you will be the go-to expert for ensuring the stability, integrity, and performance of our mission-critical business platforms. This L8 role requires Expert platform-specific development, implementation, or support experience in an enterprise IT environment.

You will be responsible for the day-to-day operational health of multiple Data Cloud tenants, and the Salesforce orgs / platforms that host them, our integration layers, and dependent features & applications, such as our Tableau Next implementations. The ideal candidate thrives in a fast-paced support environment, is passionate about resolving complex technical issues, and acts as the technical and process expert for their business partner group, driving positive business outcomes. This role involves independently performing expert-level functions, including platform roadmap ownership and disaster recovery planning.

Responsibilities

Platform Ownership & Technical Leadership:

• Act as the primary per for major incidents and production events, owning the incident response process from initial triage to resolution and stakeholder communication and platform escalations, acting as the primary escalation point for complex technical issues from Tier 1/2 support, end-users, and business stakeholders.

• Own Platform roadmap ownership for the operational health, reliability, and supportability of the Enterprise Data Cloud environments.

• Lead Disaster recovery planning and leadership for supported platforms, participating in developing and executing disaster recovery plans with continuous monitoring and alerting.

• Act as the Vendor and Infrastructure relationship owner, collaborating with interconnected BT groups (including the Engineering team) to optimize end-to-end processes.

• Drive New technology innovation for proactive operational management capabilities and identify opportunities & remediate the technical debt to increase the stability and performance of the platform.

• Handle numerous projects/priorities using proven support playbook methodologies and sound support practices to ensure the quality delivery of enterprise solutions.

• Actively transfer knowledge throughout the organization, leading and participating in knowledge-sharing projects to develop best practices, and mentor junior staff and new hires.

Production Support & Administration:

• Provide expert-level production support and administration for the Salesforce Data Cloud environment, including user management, data imports, and complex bug resolution.

• Manage and prioritize a queue of support tickets, ensuring timely resolution in accordance with Service Level Agreements (SLAs).

• Troubleshoot and resolve complex platform issues related to declarative configurations (Flow), security models, and data integrity.

• Own the Root Cause Analysis (RCA) resolution/closure for major incidents to prevent recurrence.

• Implement and maintain monitoring solutions for early detection of issues, application health, and the platform health.

• Monitor, troubleshoot, and ensure the reliable flow of data between Salesforce Data Cloud and other key enterprise systems.

• Serve as the subject matter expert on the operational health of the Data Cloud/CRM stack.

• Develop and maintain runbooks, knowledge base articles, and technical support documentation.