Salesforce Incident Manager

At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.

Take a look at how each of our studios represents deep pockets of expertise and delivers on the promise of data-driven, connected enterprises.

Role Summary:
Responsible for managing the intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. This role ensures timely resolution or escalation of service cases and supports the transition to a scalable Level 2 support model.

Key Responsibilities:

• Monitor and manage incoming Salesforce incident tickets
  
• Triage issues and route to appropriate project team members (Admin, Dev, Project Manager or backlog submission)
  
• Communicate with internal users to resolve or escalate cases
  
• Ensure SLA adherence and proper documentation of case resolutions
  
• Identify repeat issues and contribute to FAQ and known issue documentation

Required Skills & Experience:

• Strong familiarity with Salesforce Service Cloud (navigation, case management)
  
• Experience in incident handling, triage, and escalation workflows
  
• Clear and professional communication skills; comfortable with user engagement
  
• Detail-oriented and able to work under pressure across shifts
  
• Technical aptitude with patience for user learning curves
  
• Familiarity with internal tooling (e.g., Kayako, backlog forms)

Work Model:

• Follow-the-Sun coverage: 6AM – 2AM ET, with light weekend support.
  
• Experience in Salesforce Service Cloud and case management
  
• Strong communication and triage skills
  
• Availability for coverage across a Follow-the-Sun model (6AM–2AM ET)
  
• Familiarity with incident handling, backlog submission, and escalation paths
  
• We will plan to uptrain on Salesforce, allow some shadow time with the project team and current pilot customer case issue management as outlined.