Salesforce Application Support Lead
We're looking for an experienced Salesforce Application Support Lead in Dublin
You'll act as the key point of contact for Salesforce support globally, managing incidents, driving service improvements, and ensuring smooth, reliable platform performance for users worldwide.
Key Responsibilities
* Act as the primary point of contact for all Salesforce-related tickets, queries, and work orders.
* Manage customer relationships and ensure service delivery aligns with defined SLAs.
* Oversee Salesforce application health checks and incident/change management processes.
* Lead data analysis to identify performance trends and areas for improvement.
* Monitor system performance and proactively address anomalies.
* Develop and maintain operational documentation and knowledge repositories.
* Generate and review service reports, SLA metrics, and performance dashboards.
* Mentor and support operations, technical, and service management teams.
* Drive service improvement plans, process automation, and productivity initiatives.
* Manage resource alignment, governance, and compliance across teams.
Skills & Experience
* Bachelor's degree or equivalent experience.
* Strong understanding of Sales and Service Cloud, including:
* User & Access Management
* Case & Ticket Management
* Documentation & User Assistance
* Data Management & Integration Monitoring
* Administration & Reporting Activities
* Experience with ITSM tools (ServiceNow, Remedy) and knowledge of ITSM best practices.
* Familiarity with UNIX scripting and relational databases (Oracle preferred).
* Understanding of monitoring tools such as Splunk, Dynatrace, Omnibus.
* Knowledge of cloud technologies (AWS, Azure, or PFC) is an advantage.
* Strong analytical, troubleshooting, and communication skills.
* Proven ability to lead teams, manage client relationships, and deliver service excellence.