Salesforce BAU Support Analyst, Team Lead

Overview

Provide day-to-day Salesforce BAU support, production issue investigation, user assistance, minor enhancements, data operations, access administration, and coordination with business and technical teams.

What you'll do

• Provide day-to-day functional and technical support for Salesforce users and business teams.
• Triage, investigate, resolve, and track incidents, service requests, defects, and user queries.
• Analyze reported issues, identify root causes, document findings, and coordinate permanent fixes.
• Monitor support queues and ensure tickets are updated, prioritized, and resolved in line with agreed service levels.
• Escalate high-impact or complex issues to Salesforce developers, administrators, architects, or integration teams.
• Support user onboarding, offboarding, access changes, password resets, roles, profiles, permission sets, queues, and public groups.
• Maintain standard and custom objects, fields, page layouts, record types, validation rules, reports, dashboards, and email settings.
• Assist with Salesforce Flow monitoring and basic configuration updates following approved change processes.
• Investigate login, visibility, sharing, data access, and permission-related issues.
• Perform approved data loads, updates, exports, cleansing, and validation using Salesforce data tools.
• Investigate data-quality issues, duplicates, missing values, ownership concerns, and integration discrepancies.
• Create and maintain operational reports and dashboards for support tracking and business reporting.
• Validate data before and after deployments, releases, and production fixes.
• Participate in impact analysis, testing, regression validation, UAT support, deployment readiness, and post-production checks.
• Coordinate minor enhancements and configuration changes with development, QA, DevOps, and business teams.
• Maintain implementation notes, release evidence, support procedures, and rollback or recovery information.
• Follow enterprise change-management, security, risk, and compliance controls.
• Maintain knowledge articles, troubleshooting guides, known-error records, and standard operating procedures.
• Identify recurring incidents and recommend automation, process, configuration, or training improvements.
• Communicate clearly with stakeholders regarding ticket status, business impact, dependencies, and resolution.
• Support periodic platform health, access, audit, and data-quality reviews.

What you'll need

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Systems, or a related field, or equivalent practical experience.
• 3+ years of hands-on experience in Salesforce administration, application support, production support, or BAU operations.
• Strong understanding of Salesforce objects, relationships, security, sharing, profiles, permission sets, reports, dashboards, and data management.
• Experience handling incidents and service requests through Jira, ServiceNow, Azure DevOps, or a comparable ticketing platform.
• Working knowledge of Salesforce Flow, validation rules, approval processes, Data Loader, and data import/export activities.
• Ability to investigate issues using configuration review, user access checks, debug information, and structured root-cause analysis.
• Experience supporting testing, deployments, release validation, and post-production activities.
• Strong documentation, communication, stakeholder-management, analytical, and problem-solving skills.
• Ability to manage competing priorities and provide support within a controlled enterprise environment.

Nice to have

• Salesforce Certified Administrator certification.
• Experience with Financial Services Cloud or Salesforce solutions used in financial-services environments.
• Familiarity with integrations, APIs, scheduled jobs, ETL processes, and middleware support.
• Knowledge of ITIL practices, including incident, problem, service-request, and change management.
• Exposure to Salesforce sandboxes, metadata deployments, Git, Copado, Gearset, Salesforce DevOps Center, or comparable tools.
• Experience supporting audit evidence, access reviews, security controls, and regulated business processes.

Details

• Location: Mumbai, India.