Hub Support(Saleforce-Multi Cloud)
On-siteBengaluru, Karnataka, India
Job Summary
Own end-to-end problem management for Salesforce multi-cloud environments, including identification, prioritization, root cause analysis, and permanent-fix tracking for recurring incidents. Act as the escalation hub between L2/L3 support teams and shared specialist resources while monitoring SLA performance and driving corrective action plans. Coordinate major incident management, triage, cross-team communication, and post-incident reviews, and consolidate trends to identify systemic issues. Facilitate weekly project committees, contribute to steering committee reporting, and ensure consistent ITSM tooling usage with high data quality. Support security-incident coordination, capacity planning, and knowledge management processes. Requires 6+ years in IT service management, strong Salesforce expertise, and fluent English. Based in Bengaluru with hybrid work options.
Required Qualifications
- 6+ Years of experience
- growth mindset
- drive to make a lasting impact
- curious problem solver
- challenges the status quo
- collaborator who values teamwork and knowledge-sharing
- passionate about experience innovation
- eager to push the boundaries of what's possible
- Proven experience in IT service management, incident and problem management (ITIL practices) within a multi-cloud CRM/Commerce/Marketing environment
- Strong understanding of Salesforce Core, Commerce Cloud and Marketing Cloud support models and their dependencies
- Experience managing SLA-driven support operations across multiple stakeholders and business units
- Strong analytical and reporting skills
- comfortable building and presenting KPI dashboards
- Excellent facilitation and communication skills
- able to coordinate technical teams and business stakeholders across geographies
- Experience with ITSM and reporting tools used for incident and change tracking
- Fluent English
Desired Qualifications
- Experienced in Agile methodologies and consulting (a plus)
- ITIL certification (Foundation or higher)
- Experience in retail, luxury goods or omnichannel commerce environments
- Salesforce certification (Administrator or higher) an advantage
- additional languages (French, Italian)
- willingness to learn
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