Salesforce Production Support Lead

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Location: Jersey city,NJ

It is a hybrid role in Jersey City ,NJ

Job Description

We are seeking an experienced Salesforce Production Support Lead (Senior Consultant / Manager level) to provide L2/L3 production support for enterprise Salesforce applications. The role requires strong hands-on troubleshooting skills, stakeholder coordination, and ownership of production stability, including incident management, root cause analysis, and release support.

Key Responsibilities

· Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, Experience Cloud, and custom integrations
· Handle production incidents, service requests, and defects in line with defined SLAs
· Monitor system health, batch jobs, integrations, data loads, and scheduled processes
· Perform root cause analysis (RCA) for recurring issues and implement permanent preventive fixes
· Coordinate with business users, development, QA, and DevOps teams for issue resolution and enhancements
· Support deployments, hotfixes, release activities, and post-deployment validation
· Manage user access, profiles, roles, permission sets, and security-related requests
· Perform data fixes, data loads, and clean-up activities using Salesforce Data Loader
· Maintain operational documentation, known error logs, support runbooks, and SOPs
· Ensure adherence to ITIL processes including Incident, Problem, and Change Management
· Communicate clearly with stakeholders on issue status, risks, and resolutions
· Provide on-call and weekend production support as required

Required Skills & Experience

· Strong hands-on experience in Salesforce Production Support (L2/L3)
· Good understanding of Salesforce data model, security model, workflows, validation rules, and automation
· Experience with Salesforce Sales Cloud, Service Cloud, and Experience Cloud
· Knowledge of integrations, batch jobs, scheduled processes, and data interfaces
· Experience working with ticketing tools such as ServiceNow, JIRA, or similar
· Ability to analyze logs, debug issues, and work under production pressure
· Strong understanding of ITIL / support processes
· Salesforce App Builder and Platform Developer I certification preferred
· Excellent communication and stakeholder management skills

Nice to Have

· Experience leading or mentoring support teams
· Exposure to large-scale enterprise Salesforce implementations
· Experience working in a regulated or audit-heavy environment" 

The base compensation range for this role in the posted location is:103330 to 128656

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(