Support Delivery Lead / Technical Lead
Toronto, ON - Onsite
Total Experience: 6-8 years
Required Skill Set:
• 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 Ruleso 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 clear 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