Salesforce L2L3 Production Support ConsultantAstra North Infoteck Inc. • Toronto, Ontario, Canada

Salesforce L2L3 Production Support Consultant

Astra North Infoteck Inc. • Toronto, Ontario, Canada

30+ days ago

Job type

Full-time

Permanent

Job description

Salesforce Support Delivery Lead

Location: Toronto Ontario

Work Type: Hybrid - 2 days a week for now may change later

Required Skills & Experience

Salesforce Skills

610 years of IT experience with 35 years on Salesforce

Strong understanding of:

o Salesforce architecture and data model

o Copado for CI/CD usage

o Apex SOQL Flows Process Automation

o Security model (roles profiles permission sets)

Experience supporting Salesforce production environments

nCino experience preferred

Salesforce Platform Management

Monitor platform health integrations and data integrity

Troubleshoot issues related to:

o Apex Flows Validation Rules

o Integrations (REST/SOAP APIs middleware)

o Security profiles permission sets

Ensure compliance with Salesforce best practices

Support & Leadership Skills

Proven experience in production support / incident management

Strong RCA and troubleshooting skills

Experience leading support teams or acting as escalation lead

Excellent communication and stakeholder management skills

Technical & Process Skills

Experience with ITSM tools (ServiceNow Jira Remedy etc.)

Familiarity with CI/CD and release management

Knowledge of integrations and middleware platforms

Understanding of Agile / ITIL processes

Production Support & Incident Management

Own L2/L3 production support for Salesforce (Sales Cloud Service Cloud Experience Cloud etc.)

Act as primary escalation point for critical production incidents (P1/P2)

Lead incident triage resolution and communication with stakeholders

Ensure SLA adherence and timely issue resolution

Coordinate on-call support and support rotations

Root Cause Analysis & Problem Management

Perform root cause analysis (RCA) for recurring or major incidents

Drive permanent fixes and preventive actions

Maintain problem records and track remediation progress

Identify systemic issues and recommend platform improvements

Release & Change Management

Support production deployments and release validation

Review change requests for production readiness

Coordinate with Dev QA and DevOps teams during releases

Ensure rollback plans and post-deployment verification

Stakeholder & Team Leadership

Act as bridge between business IT and Salesforce teams

Provide clear status updates during incidents and outages

Mentor and guide support analysts and junior admins

Drive continuous improvement in support processes

Documentation & Governance

Maintain runbooks SOPs and knowledge articles

Improve monitoring alerting and automation

Support audits compliance and governance standard

Required Skills:

Android and iOS

Key Skills
Anti Money Laundering,Design,Admin Support,Accountancy,Data Structures,Activex
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10 - 10

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Salesforce L2L3 Production Support Consultant • Toronto, Ontario, Canada

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