Salesforce Production Support - Hybrid

Position Overview

Dice is the leading career destination for tech experts at every stage of their careers. Our client, DRC Systems USA LLC, is seeking a Salesforce Production Support professional in Atlanta, GA/Charlotte NC (3 days Hybrid - Only locals). Apply via Dice today!

Key Responsibilities

• Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, and related integrations.
• Support and manage Riva and Autoforce deployments, ensuring seamless integration, configuration, and stability across environments.
• Lead and coordinate the onshore-offshore production support team, ensuring consistent communication, workload balance, and effective issue resolution.
• Drive and facilitate critical incident triage calls, engaging technical and functional stakeholders for quick recovery and root cause analysis.
• Oversee ITIL-based operations including incident, problem, change, and release management, ensuring process adherence and continuous improvement.
• Monitor application health, analyze incidents, and ensure timely resolution to minimize business impact.
• Perform root cause analysis for recurring issues and implement preventive and automation solutions to improve stability.
• Partner with business users, technical teams, and vendors to drive quick and effective problem resolution and communication.
• Drive transformation initiatives within production support to enhance service quality, automation, and efficiency (e.g., proactive monitoring, self-healing scripts, process optimization).
• Support regular deployments, release management, and configuration updates.
• Maintain detailed documentation of incidents, resolutions, and operational procedures.
• Ensure adherence to SLAs, compliance, and reporting metrics as defined by client standards.
• Participate in on-call rotations and weekend maintenance activities as required.

Required Qualifications

• Proven experience managing Salesforce production support teams in a global delivery model.
• Strong technical understanding of Salesforce (administration, configuration, or development), including Lightning, Apex, SOQL, and integrations.
• Hands-on experience with Riva and Autoforce deployments and troubleshooting.
• Strong technical project management skills, including prioritization, risk management, stakeholder communication, and escalation handling.
• Experience leading critical incident management and triage calls with cross-functional teams.
• Solid understanding and practical experience with ITIL processes (Incident, Problem, Change, and Release Management).
• Excellent communication, leadership, and coordination skills across global teams.
• Ability to work flexible hours, including second shift and on-call coverage.
• Analytical mindset with a focus on continuous service improvement and transformation.