Senior Staff Engineer (Salesforce, Service Ownership)

Nagarro · Bengaluru, , India

  • Senior
  • Full-time
  • Posted 2026-10-28
  • Confirmed live on 29 October 2026

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Job description

Job Description
Requirements

• Experience : 7.5 + years

• Strong experience in Salesforce service ownership, production support, and end-to-end service management across multiple Salesforce organizations.

• Proven experience leading and managing Salesforce support teams, including workload allocation, capacity planning, performance monitoring, and resource scheduling.

• Strong understanding of IT Service Management (ITSM) processes, incident management, ticket management, SLA monitoring, and escalation management.

• Experience managing production tickets and ensuring compliance with defined service governance models and operational procedures.

• Ability to analyze ticket volumes, monitor team capacity, and provide resource utilization and availability reports to project and service managers.

• Experience in service reviews, operational reporting, stakeholder management, and presenting service performance metrics to business and IT leadership.

• Strong understanding of Salesforce releases, release impact assessments, production readiness, and coordination with development and support teams.

• Experience with Salesforce security, access management, authorization concepts, and periodic User Access Reviews.

• Knowledge of application security practices, including SAST, Fortify scans, vulnerability remediation, and security compliance.

• Experience with IT change management, audit requirements, compliance processes, and service documentation.

• Ability to prepare and maintain operational and technical documentation, including authorization concepts, logging concepts, and support procedures.

• Experience collaborating with Salesforce build teams and participating in sprint planning to identify support team contributions.

• Familiarity with backup and archiving solutions, security tool assessments, and proof-of-concept initiatives.

• Strong leadership, communication, analytical, and problem-solving skills.

• Ability to coordinate across technical teams, business stakeholders, security teams, and project managers.

• Strong organizational and planning skills, with the ability to manage multiple priorities while maintaining service quality and operational continuity.
Responsibilities

• Own and manage end-to-end Salesforce service operations across multiple organizations, ensuring service stability, availability, and operational efficiency.

• Lead and manage the Salesforce support team, ensuring effective task allocation, team performance, and adherence to service delivery standards.

• Monitor production tickets and ensure timely resolution in accordance with Service Level Agreements (SLAs) and the ITS governance model.

• Manage support team capacity, ticket volumes, workload distribution, and resource availability, providing regular capacity reports to ITS Project Managers for planning additional activities.

• Coordinate team leave plans and resource schedules to ensure adequate support coverage across all working days.

• Review support tickets to ensure accurate information, appropriate categorization, and compliance with defined ticket management guidelines.

• Identify service improvement opportunities, operational efficiencies, and cost optimization initiatives across Salesforce support operations.

• Monitor upcoming Salesforce releases, assess their potential impact on production organizations, and coordinate necessary testing, readiness, and implementation activities.

• Maintain and update service documentation, operational procedures, and support knowledge repositories as required.

• Prepare and present monthly service review meetings with ITS and business stakeholders, covering organization health, ticket trends, SLA performance, risks, and improvement initiatives.

• Conduct User Access Reviews every six months and ensure appropriate access governance across Salesforce organizations.

• Ensure adherence to ITS change management processes, audit requirements, security standards, and other compliance obligations.

• Prepare, review, and maintain service documentation, including authorization concepts, logging concepts, and other relevant operational and security documents.

• Manage end-to-end Salesforce security activities, including coordination and remediation of findings from Static Application Security Testing (SAST), Fortify scans, and related security assessments.

• Participate in sprint planning meetings to identify opportunities for the Level 2 Support (L2S) team to support the Salesforce build and development teams.

• Lead discussions and coordinate initiatives related to backup and archiving, security tool assessments, proof of concepts (POCs), and other operational improvements.

• Support ITS Project Managers with service planning, resource forecasting, operational reporting, risk management, and other delivery-related activities.

• Collaborate with Salesforce development teams, business stakeholders, security teams, and IT service management teams to ensure reliable s

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