Salesforce Devops - SRE

• Partner and collaborate with end users to understand administrative needs, resolve issues and meet business requirements.
• Handle both end user tickets and monitoring tickets from ITIL perspective with end to end ownership maintaining required response and resolution SLA targets.
• Liaise with the problem manager to identify repeated incidents and engage with level 2 or domain teams for permanent fixes.
• Able to manage high impact major incidents P1/P2 and able to perform initial level troubleshooting and triaging.
• Develop and mentor others around application customization via custom objects, validation rules, workflows, flows, process builder, etc
• Implement, own and optimize internal processes to improve efficiency.
• Document procedures, policies, and systems in Runbooks, SOPs and KEDBs/KB Articles.
• Manage and own system administration and help streamline business functionality including: profiles/permissions, role hierarchy, security models, application customization, reports and dashboards, etc
• In future , also support onboarding of other critical Tier 0 and Tier 1 applications relating to Salesforce value streams.

• Core Sales & ITCRM Support Responsibilities :-

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Own and drive ITIL-aligned Incident and Service Request lifecycles for Core Sales, meeting defined SLA targets for response and resolution times while maintaining clean documentation and knowledge base updates.

• Salesforce & Quote to Cash (Q2C) Administration:-

• Partner and collaborate with business stakeholders and end users to understand administrative needs, gather requirements, and resolve system issues.
• Design, configure, and customize Salesforce applications using custom objects, validation rules, workflows, Flows, and Process Builder.
• Manage system administration and streamline business functionality, including user profiles/permissions, role hierarchies, security models, reports, and dashboards.
• Implement, own, and optimize internal Quote to Cash (Q2C) processes to drive operational efficiency across revenue and billing systems.

• Triage & Incident Management:-

• Actively triage incoming system alerts and user-reported issues, minimizing Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Participate in incident swarming and real-time operational response utilizing modern collaboration and ITSM tools such as Incident.io, Datadog, Jira, and Slack.
• Oversee the lifecycle of monitoring tickets, maintaining strict adherence to SLA compliance and response metrics.

• Problem & Change Management:-

• Assist problem manager to conduct thorough Root Cause Analysis (RCA) and facilitate Post-Incident Reviews (PIR) to eliminate recurring incidents for Salesforce CPQ & Core Salesforce.
• Maintain and expand the Known Error Database (KEDB) and runbook documentation to mitigate Single Point of Failure (SPOF) risks across operational workflows.
• Assist change manager in reviewing and governing change requests, verifying risk assessments and rollback plans to maintain operational continuity.

• Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines (e.g., Salesforce-to-Zuora, Workato, AWS Lambda, and EHC/Zendesk platforms).
• Ensure seamless data flow across ticketing and incident management ecosystems, collaborating with engineering leads to resolve integration breaks.

• ITIL 4 Foundation certification or specialized certifications in Incident/Problem Management.
• Prior experience in service-based or consulting environments with broad, multi-client operational exposure.
• Background in a global technology company supporting enterprise-grade, business-critical SaaS systems and distributed topologies.
• AWS , Salesforce and Integration/Middleware knowledge will be an addon.
• Zuora Billing knowledge (subscriptions, amendments, charges, invoicing)
• Salesforce Admin / CPQ / Platform certification.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.