Job
Description
We are seeking an experienced Salesforce Offshore Enhancements/Support Lead to oversee the development, support, and continuous improvements of Salesforce applications. The ideal candidate will coordinate with onsite teams, manage offshore support operations, and ensure timely issue resolution while driving system enhancements. 1. Salesforce Support & Incident Management Lead L2/L3 support for Salesforce applications, ensuring timely resolution of incidents and service requests . Troubleshoot and resolve system performance issues, integrations, and security concerns . Work closely with onsite teams and business users to provide proactive support. Maintain system stability and availability , ensuring minimal disruptions. 2. Enhancements & Customization Design and develop new Salesforce features, enhancements, and customizations based on business needs. Work on Apex, Lightning Web Components (LWC), Visualforce, Flows, and Triggers . Implement and optimize business processes using automation tools (Flows, Process Builder). Maintain code quality, scalability, and performance best practices . 3. with Onsite & Business Teams Act as a liaison between offshore and onsite teams , ensuring smooth communication. Participate in requirement gathering, analysis, and documentation . Coordinate with business users for UAT testing, training, and post-deployment support . Maintain technical documentation and knowledge repositories . 4. Integration & Data Management Manage and support integrations with third-party systems (MuleSoft, REST/SOAP APIs, middleware tools) . Handle data migration, cleansing, transformation, and deduplication activities . Ensure adherence to Salesforce security best practices and compliance requirements . 5. Process Improvement & Best Practices Drive ITIL-based incident, change, and problem management processes . Implement monitoring tools and proactive support mechanisms to reduce downtime. Keep up with Salesforce releases and suggest new features for optimization . Qualifications & Skills Required: 8+ years of Salesforce experience in support, development, and enhancements. Strong expertise in Sales Cloud, Service Cloud, Experience Cloud, and Field Service . Hands-on experience with Apex, Lightning Web Components (LWC), Visualforce, Flows, Triggers . Experience with Salesforce integrations (MuleSoft, REST/SOAP APIs, middleware tools) . Knowledge of Salesforce security model, profiles, permission sets, and SSO . Familiarity with DevOps tools (Copado, Git, Jenkins, Azure DevOps, CI/CD pipelines) . Understanding of ITIL processes for incident, change, and problem management . Strong communication, stakeholder management, and troubleshooting skills . Salesforce certifications (Admin, Platform Developer, Application Architect) preferred.
