[Hiring] Senior Production Support Engineer @Business Transformation Services Powered

Role Description

Reporting to the IT Team Lead, the Senior Production Support Engineer will be a key member of the Platform Production Support team, responsible for ensuring the stability, availability, performance, and reliability of business-critical applications and integrations.

• Provide Level 2/Level 3 production support for Applications including Salesforce applications, integrations, interfaces, batch processes, and associated services.
• Monitor production environments and proactively identify application, integration, performance, and data-related issues.
• Troubleshoot and resolve production incidents involving Apex, Lightning components, Visualforce, workflows, flows, validation rules, integrations, APIs, security, and data.
• Perform detailed incident analysis and drive timely restoration of services in accordance with defined SLAs.
• Participate in Major Incident Management and collaborate with cross-functional teams during high-priority production incidents.
• Perform Root Cause Analysis (RCA) for recurring and high-impact incidents and identify corrective and preventive actions.
• Analyze application logs, debug logs, integration failures, API errors, batch failures, and system exceptions to determine root causes.
• Support integrations with third-party applications using REST/SOAP APIs, middleware, batch interfaces, and other integration mechanisms.
• Monitor scheduled jobs, batch Apex processes, integration jobs, queues, and other critical production processes.
• Perform controlled production fixes and minor code/configuration changes where required to restore or improve service.
• Work with development teams to coordinate permanent fixes for defects identified through production incidents.
• Participate in release validation, deployment support, smoke testing, and post-production implementation verification.
• Support change management activities and ensure production changes follow established governance and approval processes.
• Maintain and enhance operational documentation including Standard Operating Procedures (SOPs), Knowledge Articles, troubleshooting guides, support playbooks, and recovery procedures.
• Identify recurring incidents and opportunities for automation, monitoring improvements, and operational efficiencies.
• Ensure production systems meet required standards for reliability, availability, auditability, scalability, security, and operational supportability.
• Participate in on-call and after-hours production support as required for critical incidents, releases, and scheduled maintenance.
• Support service management processes including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.
• Track production support metrics and contribute to service improvement initiatives focused on incident reduction, system stability, and SLA performance.
• Perform other responsibilities as requested by the Manager or Team Lead.

Qualifications

• Strong hands-on knowledge of platforms with extensive production support and troubleshooting experience.
• Strong understanding of Apex, Lightning, Visualforce, SOQL/SOSL, Salesforce Flows, validation rules, triggers, workflows, and platform configuration.
• Experience supporting applications integrated with relational database management systems and enterprise applications.
• Experience with mass data handling and integration tools such as Informatica, MuleSoft, Data Loader, or similar technologies is preferred.
• Strong understanding of production support processes including Incident Management, Problem Management, Change Management, and Root Cause Analysis.
• Familiarity with ITIL-based service management processes is highly desirable.
• Experience working with ITSM platforms such as ServiceNow or similar tools is preferred.
• Ability to troubleshoot complex issues across multiple systems and identify dependencies between upstream/downstream applications.
• Strong analytical and problem-solving skills with the ability to quickly diagnose critical production issues.
• Ability to prioritize multiple production incidents and service requests in a high-volume support environment.
• Strong verbal and written communication skills, including the ability to communicate technical issues clearly to technical and non-technical stakeholders.
• Demonstrated ability to work independently as well as collaboratively across application, infrastructure, vendor, and business teams.
• Ability to identify recurring operational problems and recommend automation or permanent corrective solutions.
• Strong focus on service reliability, customer experience, and continuous improvement.

Requirements

• Bachelor's Degree, or equivalent, in Information Systems, Computer Science, Computer Information Systems, Engineering, or a related discipline.
• 5+ years of professional IT experience, with significant experience supporting enterprise applications.
• 3+ years of hands-on Salesforce experience in a production support, administration, or development capacity.
• Demonstrated experience providing Level 2/Level 3 support for business-critical applications.
• Strong understanding of integration patterns including SOAP/REST web services, APIs, batch processes, middleware, and connectors.
• Strong understanding of security concepts including authentication, authorization, SSO, OAuth, SSL, certificates, and access controls.
• Experience participating in Major Incident Management, Root Cause Analysis, Problem Management, and Change Management.
• Experience working within SLA-driven production support environments.
• Experience supporting production deployments, release validation, and post-implementation activities.
• Experience working in Agile and/or DevOps environments.
• Proven ability to manage multiple priorities and resolve critical production issues within established timelines.
• Experience working in an on-call production support model is preferred.

Certifications

• Certification is highly preferred. Relevant certifications include:
• Salesforce Certified Administrator
• Experience working in environments with formal SLA, availability, incident, and problem management obligations.