Provide L3 production support for Salesforce Data Cloud and Loyalty Management. Troubleshoot incidents involving platform architecture, APIs, SQL, data integrations, and upstream or downstream applications. Perform root cause analysis, resolve problems within SLAs, manage critical incidents, coordinate stakeholders, and support ITIL-based incident and change processes. The role includes monitoring with Splunk or Dynatrace, ServiceNow usage, and rotational on-call coverage.
- Strong
hands-on experience in Salesforce Data Cloud and/or Salesforce Loyalty
Management, with solid technical knowledge of platform architecture and
functionality.
- 4+
years of relevant experience in application/production support, preferably
in enterprise or banking environments.
- Experience
in L3 production support, incident management, troubleshooting, root cause
analysis (RCA), and problem resolution within defined SLAs.
- Good
understanding of Salesforce Data Cloud components, including DMO, DLO,
Data Spaces, data ingestion, and integration flows.
- Knowledge
of Salesforce Loyalty Management, including loyalty programs, points
processing, earning/redemption rules, and related integrations.
- Experience
troubleshooting APIs, data integrations, SQL queries, and
upstream/downstream application issues.
- Familiarity
with ServiceNow, monitoring tools (Splunk/Dynatrace), and ITIL-based
incident and change management processes.
- Strong
technical background, preferably with prior Salesforce development
experience, combined with hands-on production support capabilities.
- Ability
to independently manage critical incidents, coordinate with stakeholders,
and drive issue resolution with minimal supervision.
- Willingness
to provide hands-on production support, including rotational on-call
support when required.
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