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Salesforce Incident Manager

Salesforce Incident Manager

Innover Digital

4 - 6 years

6 - 8 Lacs

kolkata

Posted:1 week ago| Platform:

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Skills Required

it services pilot administration cloud transition routing management monitoring salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

[{"Remote_Job":false , "Posting_Title":"Salesforce Incident Manager" , "Is_Locked":false , "City":"Kolkata" , "Experience_Required":"4-6 Years","Industry":"IT Services","Job_Description":"

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 (6AM2AM 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.

","Job_Type":"Full time" , "Job_Opening_Name":"Salesforce Incident Manager","State":"West Bengal" , "Country":"India" , "Zip_Code":"700052" , "id":"153957000004835534" , "Publish":true , "Date_Opened":"2025-08-07" , "Keep_on_Career_Site":false}]

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Salesforce Incident Manager