Salesforce Support Lead

Cognizant Hong Kong

Posted 4 days ago Permanent Competitive

Key Responsibilities

Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.
Lead L2 support operations including Incident, Service Request, Problem, Change, and Release Management for Salesforce platform.
Manage major incidents, escalations, and stakeholder communications to minimize business disruption.
Coordinate with business users, development teams, vendors, and platform owners to resolve production issues in a timely manner
Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement initiatives.
Govern production changes, release deployments, CAB activities, and operational readiness reviews.
Produce service performance reports, operational dashboards, and executive management updates.
Manage support team performance, resource planning, shift coverage, knowledge management, and continuous improvement activities
Drive operational excellence initiatives to improve service quality and efficiency
Ensure compliance with IT governance, audit, security, and data privacy requirements

Job Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
10+ years of IT operations or service delivery experience, with at least 3 years in a Service Delivery Manager or Application Support Manager role.
Strong knowledge of ITIL processes, with hands-on experience using ServiceNow.
Experience in managing L2 application support for Luxury Retail and CRM Salesforce experience, no need for programing or coding level.
Strong leadership, communication, analytical, and problem-solving skills.
ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.
Excellent written and spoken English

Job ID 00070655301

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