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DataLunix

Surat / Global

Salesforce Service Owner

Job Description

Experience: 10+ Years


Role Overview:

We are looking for a Service Owner to manage end-to-end service ownership of the REACH program across all relevant Salesforce orgs.

Key Responsibilities:

  • Manage E2E service ownership across RoW, AU, and CBS orgs.
  • Monitor production tickets and ensure SLA adherence and timely assignment.
  • Manage team capacity, ticket volumes, and leave plans for the 2 FTE support team.
  • Review tickets for accurate information required for future RCA.
  • Identify service improvement and cost optimization opportunities.
  • Monitor Salesforce releases and analyze their impact on production orgs.
  • Maintain required support and service documentation.
  • Prepare and present monthly service review meetings.
  • Conduct User Access Reviews every six months.
  • Ensure adherence to change management and compliance processes.
  • Manage SAST and Fortify activities with InfoSec teams.
  • Participate in sprint planning and support build-team activities.
  • Lead or participate in discussions around backup, archiving, security tools, and POCs.
  • Support ITS PMs with planning and other required activities.


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