Infinite Computer Solutions · 16 hours ago
Senior Director Salesforce Application Support & Delivery
United States
Full-time
Remote
Director/Executive
8+ years expInfinite Computer Solutions is a global leader in digital engineering and IT services. The Senior Director, Salesforce Application Support & Delivery will lead Salesforce support operations, ensuring high-quality service delivery and customer satisfaction while driving continuous improvement and strategic leadership within the Salesforce support practice.
Artificial Intelligence (AI)BlockchainBusiness IntelligenceCloud InfrastructureConsultingDeveloper PlatformIT InfrastructureMachine LearningQuality AssuranceSoftware Engineering
Hiring Manager
Deepak Kumar
Responsibilities
Serve as the onshore Salesforce Application Support Practice Lead, accountable for support quality, client satisfaction, and operational excellence
Lead, mentor, and develop a team of Salesforce support managers, leads, and senior Salesforce professionals
Establish clear goals, performance metrics, and career development paths for Salesforce support team members
Foster a high-performance, customer-centric culture aligned with Salesforce best practices and enterprise service expectations
Partner with sales, account leadership, and delivery teams to support growth, transitions, and new client onboarding
Define and execute a Salesforce application support strategy aligned to business objectives and client commitments
Standardize Salesforce support models, SLAs, escalation paths, and operating procedures across clients
Establish governance for Salesforce environments, including production support, release management, and change control
Drive continuous improvement initiatives focused on stability, scalability, and reduced incident volume
Identify, track, and report on KPIs for Salesforce support performance (e.g., incident trends, MTTR, backlog health, customer satisfaction)
Act as the primary escalation point for critical Salesforce production incidents and complex cross-functional issues
Oversee incident response for Salesforce clouds including Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, and custom integrations
Ensure strong root-cause analysis practices are in place, driving permanent fixes rather than recurring workarounds
Collaborate closely with Salesforce development, architecture, DevOps, and release teams to ensure smooth handoffs and coordinated resolution
Partner with Salesforce development teams, architects, infrastructure, and integration teams to ensure seamless end-to-end support
Communicate effectively with business stakeholders, product owners, and executive leadership on Salesforce platform health and risks
Support client governance forums, operational reviews, and executive status updates related to Salesforce support
Coordinate with Salesforce vendors, ISV partners, and third-party providers as needed
Ensure appropriate onshore/offshore coverage models for Salesforce support while maintaining strong onshore leadership and accountability
Allocate resources based on demand, severity, and business criticality across Salesforce environments
Support transitions from project delivery into steady-state Salesforce support
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred)
8–10+ years of experience in Salesforce application support, delivery, or platform management, including leadership of enterprise-scale teams
Deep hands-on understanding of Salesforce architecture, data model, security, and environment management
Proven experience supporting Salesforce platforms in production enterprise environments
Strong leadership record managing senior technical professionals and client-facing teams
Experience building and running Salesforce support operations, including SLAs, incident management, and governance
Excellent problem-solving, decision-making, and executive communication skills
Strong customer service mindset with experience managing high-pressure escalation scenarios
Preferred
Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, or Architect-level preferred)
Experience supporting multiple Salesforce clouds and complex integrations
ITIL certification or demonstrated experience implementing ITIL-based support practices
Experience in SaaS and cloud-based enterprise support environments
Familiarity with Salesforce DevOps, release management, and ITSM tools
Company
Infinite Computer Solutions
Next-Gen Business Technology Platformization™, AI and Product Engineering Services.
10001+ employees
H1B Sponsorship
Infinite Computer Solutions 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 (563)
2024 (333)
2023 (378)
2022 (316)
2021 (389)
2020 (496)
Funding
Current Stage
Public CompanyTotal Funding
unknown2010-02-03IPO
Leadership Team
Khaja Lohar
Assistant Vice President
Recent News
2025-11-19
2025-10-09
Company data provided by crunchbase