Job Description

We are seeking an experienced Operations Manager / Production Support Manager to lead and manage production support and operational excellence initiatives across Salesforce ITSM platform landscapes. The ideal candidate will have strong experience in application support, service management, incident management, stakeholder engagement, and team leadership within enterprise environments.

This role is responsible for ensuring platform stability, service availability, operational governance, continuous improvement and customer satisfaction while driving support teams to deliver high-quality services aligned with business expectations.

Key Responsibilities

Service Delivery & Operations Management

• Manage end-to-end production support operations for Salesforce ITSM platform environments.
• Ensure adherence to SLAs, OLAs, service quality targets and operational KPIs.
• Lead daily operational reviews, service governance meetings and customer engagement forums.
• Monitor platform health, service availability and operational performance.
• Establish and maintain support processes aligned with ITIL best practices.

Incident, Problem & Change Management

• Drive Major Incident Management and coordinate resolution activities across multiple technology teams.
• Lead Root Cause Analysis (RCA) discussions and implement preventive measures.
• Govern Problem Management processes and maintain Known Error Databases.
• Ensure smooth Change Management execution with minimal business disruption.
• Reduce recurring incidents through proactive monitoring and continuous improvement initiatives.

Team Leadership

• Lead and mentor geographically distributed production support teams.
• Manage resource planning, shift coverage, workload balancing and succession planning.
• Conduct performance reviews, coaching sessions and skill development programs.
• Foster a culture of accountability, collaboration, and customer-centricity.

Customer & Stakeholder Management

• Act as the primary point of contact for customers and senior business stakeholders.
• Present operational metrics, service improvement plans and executive status reports.
• Manage customer escalations and ensure timely resolution.
• Build trusted relationships with internal and external stakeholders.

Continuous Improvement & Governance

• Identify automation opportunities and drive operational efficiency initiatives.
• Implement proactive monitoring, self-healing and service optimization practices.
• Establish governance mechanisms, audit compliance and process controls.
• Track and improve key operational metrics including MTTR, ticket backlog, incident trends, SLA compliance and customer satisfaction.

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• 8-15 years of overall IT experience.
• Minimum 3+ years managing production support or service delivery teams.
• Hands-on experience supporting Salesforce platforms and/or enterprise ITSM platforms like ServiceNow, Jira, etc.
• Strong understanding of ITIL processes including:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Major Incident Management
• Experience managing 24x7 support operations.
• Proven track record of leading large support engagements and customer-facing operations.

Preferred Technical Experience

Salesforce

• Salesforce Service Cloud
• Sales Cloud
• Experience working with Salesforce Administration and Support Teams
• Understanding of Salesforce integrations and platform architecture
• Salesforce certifications are preferred

ITSM Platforms

Experience with one or more of:

• ServiceNow
• BMC Remedy
• Freshservice
• Ivanti
• Jira Service Management
• Other enterprise ITSM solutions

Monitoring & Reporting Tools

• Splunk
• Dynatrace
• AppDynamics
• Power BI
• Tableau

Required Skills

Leadership & Management

• Service Delivery Management
• Team Leadership
• Vendor Management
• Resource Planning
• Stakeholder Management

Operational Excellence

• ITIL Framework
• Production Support Governance
• SLA Management
• Risk Management
• Escalation Management
• Continuous Service Improvement

Soft Skills

• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Customer-focused mindset
• Ability to manage multiple priorities in fast-paced environments
• Executive-level stakeholder engagement skills

Preferred Certifications

• ITIL Foundation / ITIL Managing Professional
• Salesforce Administrator Certification
• Salesforce Service Cloud Certification
• PMP / PRINCE2
• Agile / Scrum Certifications

Success Metrics

• SLA Compliance > 98%
• Reduction in recurring incidents
• Improved MTTR and service availability
• High customer satisfaction scores
• Successful delivery of service improvement initiatives
• Strong employee engagement and retention

Why Join Us?

• Opportunity to lead strategic Salesforce ITSM support support engagements.
• Work with global clients and enterprise-scale platforms.
• Career growth into Service Delivery, Operations Leadership and Account Management roles.
• Collaborative and innovation-driven work environment.

Locations: Kochi, Bengaluru, Hyderabad

Experience: 8-15 Years

Domain: Application Support, Salesforce, ITSM, Service Delivery, Operations Management, Production Support