Salesforce · 2 months ago
Lead Platform Operations Specialist
California - San Francisco
Full-time
Hybrid
Lead/Staff
$178K/yr - $244K/yr
8+ years expSalesforce is the #1 AI CRM, focused on driving customer success through innovation. The Lead Platform Operations Specialist will ensure the operational health and performance of the Data Cloud environments, manage incident responses, and lead disaster recovery planning while providing expert-level production support and administration.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
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
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
Own the delivery of the SLA requirement, maintaining system availability as per standards
Ensure all support activities and system configurations adhere to Security and SOX Policy Compliance
Contribute to the analysis, design, development, and maintenance of application enhancements and/or upgrades, including managing complex enhancement projects from inception through delivery and transition to support
Qualification
Required
8+ years of experience in a systems administration or technical support leadership role, with a strong focus on production support
Expert platform-specific development, implementation, or support experience in an enterprise IT environment
Expert knowledge of platform native functionality and platform best practices, especially within the Salesforce ecosystem
Advanced knowledge of coding languages, including proficiency with APIs, SOQL, SOSL, and Salesforce's Web Services
Proven expertise in administering and troubleshooting Salesforce Sales Cloud, Service Cloud, and Data Cloud environments
Experience with Salesforce developer toolkit including Force.com IDE, Migration Tool and data migration tools like data loader, workbench, etc
Hands-on experience supporting and monitoring integrations
High proficiency in supporting and troubleshooting analytics environments (e.g., Tableau)
Strong problem-solving mindset with an ability to perform under pressure
Good project management skills with ability to juggle multiple projects/tasks across various user groups
Required Certifications: Salesforce Advanced Administrator Certification, Salesforce Platform App Builder
Required to have or achieve within the first 90 days of employment: Sales Cloud Consultant Certification, Service Cloud Consultant Certification, Salesforce Platform Developer Certification, Salesforce Data Cloud Consultant
A related technical degree is required
Preferred
Demonstrated experience implementing ESB/Integration architecture, rules, caching, etc. (Relevant to integration patterns Data Cloud utilizes)
Experience with Continuous Delivery platforms and adopting Infrastructure as Code (IaC) principles, utilizing tools such as Kubernetes, Docker, or Terraform
Understanding of data governance practices such as metadata management, data lineage, and data glossaries
Familiarity with Salesforce development technology stack like Flows and Apex
Knowledge of Tableau Cloud / Tableau Server administration (user provisioning, permissions, site management, governance) and Tableau Next features (Analytics Agent, Personal Org, Observability, Adoption dashboards, CI/CD for content promotion)
Relevant industry certifications beyond the minimum requirement, such as Salesforce Certified JavaScript Developer I or additional Cloud Consultant certifications
Demonstrable understanding of data governance, security, and compliance (PII, GDPR, SOX)
Proven ability to design, configure, and support scalable CDP / Data Cloud platforms
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
Recent News
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