Salesforce COE Production Support Manager

4 weeks ago

Columbus, Ohio, United States Huntington National Bank Full time
Job Summary

We are seeking a highly skilled and experienced Production Support Manager - Salesforce to oversee and manage the day-to-day operations of our Salesforce platform and related systems. This customer-facing role is essential for maintaining system performance, resolving issues promptly, and ensuring a high level of customer satisfaction.

Key Responsibilities:

Production Support:
  • Manage and oversee daily production support for Salesforce instances, ensuring prompt resolution of incidents and issues.
  • Act as the primary point of escalation for unresolved Salesforce issues.

Team Management:
  • Lead a team of Salesforce support specialists and administrators.
  • Provide mentorship, training, and guidance to the team to ensure they can effectively troubleshoot and resolve issues.
  • Foster a positive and collaborative team environment.
  • Analyze data and reporting to identify opportunities for improvement and optimize workflows.

Incident Management:
  • Lead team to Identify, analyze, and resolve production incidents in a timely manner.
  • Serve as the primary point of contact for vendor-related issues, ensuring timely and effective resolution.
  • Ensure root cause analysis and preventive actions are documented and implemented.
  • Maintain high levels of customer satisfaction through excellent service and communication.
  • Collaborate with Colleagues to understand their needs and provide tailored support solutions.
  • Ensure proper oversight and timely management of Security incidents identified by tools like Kenna, Obsidian, MDCA, SNYK etc

System Monitoring:
  • Proactively monitor and maintain the health, performance, and stability of the Salesforce platform.
  • Identify trends, recurring issues, and potential problem areas before they affect business operations.
  • Coordinate with IT and development teams to address system upgrades, patches, and enhancements.
  • Lead Support handover sessions and ensure proper documentation is in place for new capabilities.

Change Management:
  • Provide leadership on Emergency changes that need to be performed to keep availability up.
  • Be an informed party on any production releases for the platform.

Vendor Management:
  • Develop and implement strategies to prevent recurring issues and improve overall system reliability.
  • Stay current with Salesforce updates, features, and best practices to ensure the platform is utilized to its fullest potential.
  • Be a primary point of contact for RCA and follow up items with vendors within the Salesforce COE.

Documentation:
  • Maintain and update support documentation, procedures, and knowledge base to ensure team members have easy access to resources that can help in resolving issues quickly.
  • Encourage development of training programs to enhance team skills and knowledge.
  • Identify and report out on opportunities for process improvements and system optimizations with trend reporting.

Continuous Improvement:
  • Identify and implement opportunities for automation, optimization, and enhancement of support processes.
  • Lead efforts to improve system reliability, scalability, and user experience.
  • Drive innovation and efficiency within the support team and broader organization.

Security & Compliance:
  • Ensure Salesforce environments comply with company security policies, data governance standards, and industry regulations.
  • Manage user access and permissions reviews effectively.
  • Manage sandbox access for dev teams and provide support with issues if any.

Basic Qualifications:
  • Bachelor's degree in computer science, Information Technology, Business Administration, or related field.
  • 3+ years of experience working with Salesforce, including hands-on experience in production support or administration.
  • 2+ years of experience in managing teams, particularly in a support or IT operations role.

Preferred Skills:
  • Strong knowledge of Salesforce platform, including Sales Cloud, Service Cloud, and other Salesforce products like Mulesoft, Marketing Cloud, Copado.
  • Familiarity with Salesforce support tools, such as Service Console, Dataloader and Inspector.
  • Knowledge of production support processes (incident management, escalation processes, etc.).
  • Excellent troubleshooting and problem-solving skills.
  • Strong leadership skills with the ability to manage and mentor teams.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Advanced Administrator) are highly desirable.

Exempt Status: Yes
Workplace Type: Hybrid

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law. Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position Huntington National Bank

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