Role overview

Pay Range: $45.00hr - $50.00hr

Job Overview:

The candidate will serve as a Production Support Lead with experience in development and production support projects within the Property & Casualty (P&C) Insurance domain. Responsibilities encompass development, production support activities, and batch support.

Required qualifications:

10+ years of experience in application maintenance, production support, and enterprise application support environments.
8+ years of experience supporting Salesforce applications.
Strong experience in Salesforce Sales Cloud and Service Cloud.
Experience supporting Distribution and Insurance applications.
Strong understanding of Property & Casualty (P&C) Insurance business processes.
Experience with cloud platforms, preferably AWS.
Experience supporting distributed onsite-offshore teams.
Strong knowledge of ITIL Service Management processes.
Experience managing production incidents, releases, and operational support activities.
Experience working in SLA-driven support environments.

Job Duties:

Provide leadership for Level 2 and Level 3 Production Support activities.
Own end-to-end production support services across Salesforce and related distribution applications.
Monitor and maintain application availability, performance, reliability, and operational stability.
Act as a primary escalation point for critical production incidents.
Ensure adherence to SLAs, KPIs, compliance requirements, and operational commitments.
Coordinate support activities across business, development, infrastructure, and support teams.
Analyze, troubleshoot, and resolve production incidents and application defects.
Lead Major Incident Management activities and provide leadership during critical production events.
Drive timely incident triage, prioritization, resolution, and stakeholder communication.
Perform Root Cause Analysis (RCA) and implement corrective and preventive actions.
Participate directly in Severity 1 and Severity 2 incidents, including after-hours support when required.
Ensure effective communication during production outages and business-impacting incidents.
Support Sales Cloud and Service Cloud functionalities.
Handle user issues, access requests, security changes, configuration updates, and data corrections.
Troubleshoot Salesforce configuration and application issues.
Support release deployments, post-release validation, and production smoke testing.
Work closely with development teams on bug fixes and enhancement activities.
Maintain support documentation, operational runbooks, and knowledge articles.
Support Change, Release, Knowledge, and Service Request Management processes.
Coordinate production deployments and release validation activities.
Monitor and support batch processing jobs and dependent application interfaces.
Investigate batch failures and coordinate recovery activities.
Ensure operational procedures and recovery processes are documented and maintained.
Drive continuous improvement initiatives to reduce recurring incidents and improve system stability.
Support adoption of AI, GenAI, AIOps, automation, and intelligent monitoring capabilities.
Implement proactive monitoring, alerting, and incident prevention solutions.
Identify opportunities for process optimization and operational efficiency improvements.

Required Salesforce Skills:

Hands-on experience with Salesforce Sales Cloud and/or Service Cloud.
Strong experience in Salesforce configuration including Validation Rules, Workflows and Flows, Profiles, Roles, Permission Sets, Security, and Access Management.
Basic to intermediate knowledge of Apex, SOQL, and Debug Logs.
Experience supporting Salesforce Lightning Experience.
Experience troubleshooting Salesforce production issues.

Required Soft Skills:

Excellent verbal and written communication skills.
Strong stakeholder and client management skills.
Ability to work effectively with distributed and cross-functional teams.
Strong consulting and relationship-building skills.
Excellent organizational and leadership capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong mentoring and team collaboration skills.