Salesforce Production Support Lead

Job Title: Salesforce Production Support Lead

Job Location: Mississauga, ON

Job Type: Contract

Pay Range: $45.00hr - $50.00hr

Job Overview:

The candidate will serve as a Production Support Lead with experience in development and production support projects within the Property & Casualty (P&C) Insurance domain. Responsibilities encompass development, production support activities, and batch support.

Required qualifications:

• 10+ years of experience in application maintenance, production support, and enterprise application support environments.
• 8+ years of experience supporting Salesforce applications.
• Strong experience in Salesforce Sales Cloud and Service Cloud.
• Experience supporting Distribution and Insurance applications.
• Strong understanding of Property & Casualty (P&C) Insurance business processes.
• Experience with cloud platforms, preferably AWS.
• Experience supporting distributed onsite-offshore teams.
• Strong knowledge of ITIL Service Management processes.
• Experience managing production incidents, releases, and operational support activities.
• Experience working in SLA-driven support environments.

Job Duties:

• Provide leadership for Level 2 and Level 3 Production Support activities.
• Own end-to-end production support services across Salesforce and related distribution applications.
• Monitor and maintain application availability, performance, reliability, and operational stability.
• Act as a primary escalation point for critical production incidents.
• Ensure adherence to SLAs, KPIs, compliance requirements, and operational commitments.
• Coordinate support activities across business, development, infrastructure, and support teams.
• Analyze, troubleshoot, and resolve production incidents and application defects.
• Lead Major Incident Management activities and provide leadership during critical production events.
• Drive timely incident triage, prioritization, resolution, and stakeholder communication.
• Perform Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Participate directly in Severity 1 and Severity 2 incidents, including after-hours support when required.
• Ensure effective communication during production outages and business-impacting incidents.
• Support Sales Cloud and Service Cloud functionalities.
• Handle user issues, access requests, security changes, configuration updates, and data corrections.
• Troubleshoot Salesforce configuration and application issues.
• Support release deployments, post-release validation, and production smoke testing.
• Work closely with development teams on bug fixes and enhancement activities.
• Maintain support documentation, operational runbooks, and knowledge articles.
• Support Change, Release, Knowledge, and Service Request Management processes.
• Coordinate production deployments and release validation activities.
• Monitor and support batch processing jobs and dependent application interfaces.
• Investigate batch failures and coordinate recovery activities.
• Ensure operational procedures and recovery processes are documented and maintained.
• Drive continuous improvement initiatives to reduce recurring incidents and improve system stability.
• Support adoption of AI, GenAI, AIOps, automation, and intelligent monitoring capabilities.
• Implement proactive monitoring, alerting, and incident prevention solutions.
• Identify opportunities for process optimization and operational efficiency improvements.

Required Salesforce Skills:

• Hands-on experience with Salesforce Sales Cloud and/or Service Cloud.
• Strong experience in Salesforce configuration including Validation Rules, Workflows and Flows, Profiles, Roles, Permission Sets, Security, and Access Management.
• Basic to intermediate knowledge of Apex, SOQL, and Debug Logs.
• Experience supporting Salesforce Lightning Experience.
• Experience troubleshooting Salesforce production issues.

Required Soft Skills:

• Excellent verbal and written communication skills.
• Strong stakeholder and client management skills.
• Ability to work effectively with distributed and cross-functional teams.
• Strong consulting and relationship-building skills.
• Excellent organizational and leadership capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong mentoring and team collaboration skills.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities