Job Description

Overview
The Operations Lead is responsible for supporting Salesforce instances for:

  • Tax and Accounting (TAA), APAC
  • Global Growth Market (GGM), China & India
  • Health Legal & Reporting (HLRP), North America

    • This role is part of GBS ES (Global Business Services, Enterprise Systems) and oversees day-to-day operations of Salesforce instances, including managing releases, troubleshooting issues, and leading a team of support resources. The individual will work closely with business process owners and stakeholders to ensure Salesforce meets business requirements.

    Key Responsibilities

  • Support multiple Salesforce instances.
  • Organize and attend relevant meetings (e.g., Change Advisory Board) to manage releases.
  • Lead a team of support resources (approx. 6 internal / 6 external) and ensure all instances (including lower environments) run smoothly and efficiently.
  • Troubleshoot and resolve issues, manage updates and upgrades, and ensure data accuracy.
  • Collaborate with business stakeholders to understand needs and ensure Salesforce meets requirements.
  • Act as the first point of contact for Salesforce operational issues.
  • Provide training to business users.
  • Manage team performance and drive improvements.
  • Optimize staffing by leveraging internal and external resources.
  • Support end users for systems directly owned and monitor service levels for delegated services.
  • Implement and manage Disaster Recovery (DR) and other GBS IT initiatives.
  • Manage and optimize Salesforce system performance.
  • Work closely with other GBS teams (ETL, BI, QA, SAP, Automation, etc.).
  • Ensure compliance with regulations and security standards.

    • Qualifications

  • Education:Bachelor’s degree in Computer Science, Information Systems, or Business Administration (Master’s preferred).
  • Experience:6–10 years in IT or equivalent.Minimum 2 years managing operations teams.Proven experience in Salesforce operations management.
  • Skills:Strong technical knowledge of Salesforce platform.Excellent leadership and team management skills.Strong problem-solving and analytical abilities.Effective communication (written and verbal).Experience in Agile methodologies.Familiarity with ITIL and IT service management best practices.Ability to adapt to changing requirements and work in a fast-paced environment.
  • Highly organized, detail-oriented, and able to work under pressure.

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