Salesforce AMS Lead

Location: Hyderabad, India (Hybrid)

About the Role

We are seeking an experienced Salesforce Application Maintenance & Support Lead to oversee the ongoing support, maintenance, enhancement, and operational stability of our Salesforce platform. This role will be responsible for leading a team of Salesforce support professionals, ensuring adherence to SLAs, driving continuous improvement initiatives, and acting as the primary point of contact for business stakeholders.

The ideal candidate will combine strong Salesforce technical expertise with excellent leadership, stakeholder management, and service delivery skills.

Key Responsibilities

Application Support & Service Delivery

• Lead the day-to-day support and maintenance of Salesforce applications.
• Manage incidents, service requests, defects, and enhancement requests in accordance with agreed SLAs.
• Ensure timely resolution of production issues and minimise business disruption.
• Conduct root cause analysis and implement preventative measures for recurring issues.
• Monitor system performance, data quality, integrations, and platform health.

Team Leadership

• Lead and mentor a team of Salesforce Application Maintenance and Support Engineers.
• Allocate workload, manage priorities, and ensure effective resource utilisation.
• Establish support processes, standards, and best practices.
• Conduct regular performance reviews and support professional development.

Stakeholder Management

• Serve as the primary liaison between business users, IT teams, and external partners.
• Collaborate with stakeholders to prioritise enhancements and support activities.
• Provide regular reporting on service performance, incidents, risks, and improvement initiatives.
• Facilitate governance meetings and operational reviews.

Continuous Improvement

• Identify opportunities to improve system usability, performance, and automation.
• Drive application optimisation and technical debt reduction initiatives.
• Support Salesforce release management and deployment activities.

Technical Oversight

• Support integration monitoring and issue resolution across connected applications.
• Ensure adherence to Salesforce best practices and platform governance.
• Manage application releases, enhancements and changes in the solution.
• Manage Salesforce product releases, impact assessment, retrofitting and testing.

Required Skills & Experience

Experience

• 5+ years of experience working with Salesforce platforms.
• 2+ years of experience leading Salesforce support or AMS teams.
• Proven experience managing enterprise Salesforce environments with multiple integrations.
• Experience supporting global business users across different regions and time zones.
• Strong understanding of ITIL-based support processes and service management.

Salesforce Expertise

• Deep knowledge of Sales Cloud, Service Cloud, and Experience Cloud.
• Strong understanding of Salesforce security, profiles, permission sets, sharing models, and governance.
• Experience with Flow, Validation Rules, Approval Processes, Reports, and Dashboards.
• Understanding of Salesforce release management and deployment methodologies.
• Familiarity with Salesforce DevOps tools and CI/CD practices.

Technical Skills

• Understanding of Apex, Lightning Web Components (LWC), SOQL, and Salesforce APIs.
• Experience supporting integrations using REST, SOAP, Middleware, or ETL tools.
• Knowledge of data migration, data quality, and data governance principles.
• Experience with Jira, Azure DevOps, ServiceNow, or similar ticketing platforms.

Leadership & Soft Skills

• Strong stakeholder management and communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent analytical and problem-solving capabilities.
• Experience managing distributed teams and external vendors.
• Strong customer-focused mindset with a commitment to service excellence.

Preferred Qualifications

• Salesforce Administrator Certification (Required)
• ITIL Foundation Certification
• Salesforce Advanced Administrator Certification
• Salesforce Platform App Builder Certification
• Salesforce Service Cloud Consultant Certification
• Salesforce Sales Cloud Consultant Certification
• PMP, Prince2, or Agile certification

To be successful in this role, you will meet the following

• Consistent achievement of SLA and service quality targets.
• High stakeholder satisfaction and platform adoption.
• Stable, secure, and well-governed Salesforce environment.
• Continuous reduction in support backlog and recurring incidents.
• Effective leadership and development of the support team.